February 6, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that his RushCard was blocked without his knowledgeCustomer is requesting the monthly fees for November – February since he has not had access to his funds Our records indicate that on November 1, 2017, our Risk team determined that [redacted] card was possible compromiseUnable to reach the customer, to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card statusOn February 6, a Corporate Resolution Specialist attempted to contact [redacted] ***We left a detailed message letting [redacted] know why the account was blocked [redacted] was asked to call in to resolve the matterWe reversed monthly fees totaling $We need to verify the customer made an international transaction that was declinedOnce this has been established, we can unblock [redacted] card We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
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 called in either April 24th or 25th to report my card lostOne of the days they were down due to "maintenance" for two hours but it ended up being the entire daySo the next day I called and reported it lostNow someone did call me this morning but I've been calling and getting hung up on since! Also this wasn't what I was asked of in the beginning I was asked for proof of address and ID I submitted that, then I got someone telling me I need my Social security card which isn't a problem! Their inconsistent with what they ask of me as well as what I asked of themI can be reach at ###-###-#### due to me being at workI have yet to reach the person who contacted me earlier Regards, [redacted] ***
February 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurredIf [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####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 requestedA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe appreciate [redacted] feedback and sincerely apologize for the inconvenienceWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
February 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her sister completed a card to card transfer in error to a wrong account of hers [redacted] would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, [redacted] contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds The RushCard agent advised they would send a new card out so they could do they could do the transfer [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
November 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 October 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she received a direct deposit and RushCard is holding her direct deposit [redacted] would like to have a formal apology and explanation on why the deposit did not post to her account On October 24, RushCard received a direct deposit to [redacted] accountSince the direct deposit was over our card load limit of $9,additional documentation was required from [redacted] We requested [redacted] submit for review identification documentation (copies of driver’s license or state identification card, social security card) and letter from the remitter validating the deposit amount as well as the address on the accountWe show we received all required documentation requested, however, a request to have the documentation was not submitted for review until the direct deposit was returned back to the remitterOn 11/1/2016, a RushCard Corporate specialist contacted [redacted] to explain our process and procedures and to apologize for the inconvenience this has caused We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Sincerely, RushCard Corporate Customer Service
April 26, VIA ONLINE SUBMISSION:Revdex.com®E 4th Ste Suite 600Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on April 24, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she made a transaction for $ [redacted] states the transaction was cancelled and then credited back to her RushCard account [redacted] also states that the transaction was debited for a second time from her account [redacted] would like a refund for $ On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $ The disputed transaction was researched and a determination was made on the claim Upon the investigation, the transaction was associated with [redacted] , which is a valid transaction No error was found and no credit will be issued on the accountIf [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
Revdex.com: No I am referring to my rush settlementI sent it by mail and did it online 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]
June 30, VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati 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] Perry on 6/23/ UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she cannot collet her funds from RushCard [redacted] also states that she does not have the documentation required to send in [redacted] wants the funds on her RushCard account On May 22, 2016, [redacted] contacted RushCard customer service to order a replacement card and failed verification As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days [redacted] began submitting the requested documents to verify her identity on June 8, As of June 30, additional documentation is still needed to verify [redacted] identity A corporate customer service representative attempted to contact [redacted] to advise of this information on June 30, Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, Corporate Customer Service [redacted]
October 28, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 15, 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] ’s complaint contends he received an email from RushCard stating that his card had been compromised and that his card was blockedMr [redacted] stated he attempted to contact the number he was given to resolve the issue but he was not able to reach a live agentMr [redacted] would like access to the funds on his RushCard account On August 15, 2016, Mr [redacted] sent an email to RushCard regarding his temporary block on his cardOn August 16, a RushCard corporate customer service specialist attempted to contact Mr [redacted] to verify the declined transactionsThe cardholder returned the call and was able to verify the declined transaction Mr [redacted] ’s card was unblocked and he now has access to his fundsRushCard considers this issue resolved We appreciate Mr [redacted] ’s feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him RushCard, Corporate Customer Service
January 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On 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 interruptionThere are no other funds that will be issued to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
March 15, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 14, 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] states in her complaint that someone used her email address when signing up for the RushCard [redacted] would like for her email address to be removed from the RushCard account RushCard records indicate that the email [redacted] provided was used for the RushCard account ending in The email address has been removed from the cardholders account On March 15, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this informationA detailed message was left noting this information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
February 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 2, 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 has been contacting RushCard to get her online account working [redacted] also states she has tried several times to get her online account password changed [redacted] would like better customer service and her online password changed Our records indicate that on February 6, [redacted] successfully logged into her online account and made changes If [redacted] is still having difficulty changing her online password she will need to contact RushCard customer service directly at ###-###-#### for assistance A RushCard corporate resolutions specialist attempted to contact [redacted] on February 6, to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 28, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: December 7, 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 informationWe 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 insuranceOn November 24, 2015, [redacted] attempted to process a card to card transfer in the amount of $ [redacted] contacted RushCard customer service and was advised that a request to transfer the funds will be escalatedOn December 7, 2015, a card to card transfer was process to [redacted] card ending in ***A $ courtesy credit was applied to [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 have determined that this does not resolve my complaint I have contacted Rushcard on March 7th because my card was missing and I saw the unauthorized charge from the [redacted] ***, [redacted] , [redacted] and an un-identified ATM machineThey told me that they were going to send me a dispute form that us and two weeks later I never received the dispute formAfter a minute conversation with another representative, I received my dispute form only to be told one day later that the charges were valid, which in fact it is not, I was not provided documentation from them explaining why they made the decision and the documents that made them make the decision that the charges were validThroughout this time period, I still did not receive my new card and I gave them the correct addressI even spoke with a representative at the post office and they said my address was valid and nothing has came inThen yesterday when I spoke with a representative, they said that they were going to send me new card, but as of today they took it upon themselves to suspend my accountThey refuse to let me speak to corporateSo basically I haven't had access to my funds for a month, they refuse to do a though investigation of all my charges that I disputed, not just [redacted] ***, and now they are telling me that I cannot receive a card, even though yesterday they said I wouldEvery representative I spoke with proved that they are dishonest and they do not care about me as a customerThey allow people to make unauthorized charges on their accounts and fail to realize that their disregard of the issue at hand is leaving a unsatisfied customer Regards, [redacted] ***
August 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, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 16, 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 his direct deposit was late in posting to his RushCard account [redacted] ’ direct deposit was received and posted to his account on 7/30/with the effective date of 7/31/There was a slight delay with posting direct deposits on July 30, 2015, but that issue was resolved [redacted] received his direct deposit one day early then the actual deposit is due to postIf [redacted] would like to receive his direct deposit sooner, he will need to contact the remitter 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 complaintI agree that I received the transfer to a replacement card that was issued to meIt amazes me that the company is so callous that they can actually state that after I was forced to obtain a new card that I didn't want I should be responsible for any fees related to this debacleI received contact from a corporate representative yesterday, after I made the same post to Consumer AffairsI received a completely different response from the department that answered that complaintThe representative was nice and polite and did refund my fees but I felt that her goal was to make sure that she gave me enough to confirm that the problem was resolvedI felt like their was no real concern with how to make sure that the issue with customer service would not happen again I did get my money, and I will not further pursue the issue, bu I was not completely satisfied with the result Regards, [redacted] ***
On March 24, we sent you a letter informing that we have made a final determination in your claim stating that an error was foundHowever, your claim was inadvertently resolved in errorWe have reviewed your account and we’re sorry to inform that no error was foundBased on our investigation, we have concluded no error occurred; therefore, no funds will be credited to your account and this matter is considered closedYou may request a copy of the documents we used in determining the final outcome of the investigationIf you would like to request copies of the documents, or have further questions, please contact the number on the back of your card.Sincerely, Dispute Resolution Fax: ###-###-####
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 6, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that his RushCard was blocked without his knowledgeCustomer is requesting the monthly fees for November – February since he has not had access to his funds Our records indicate that on November 1, 2017, our Risk team determined that [redacted] card was possible compromiseUnable to reach the customer, to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card statusOn February 6, a Corporate Resolution Specialist attempted to contact [redacted] ***We left a detailed message letting [redacted] know why the account was blocked [redacted] was asked to call in to resolve the matterWe reversed monthly fees totaling $We need to verify the customer made an international transaction that was declinedOnce this has been established, we can unblock [redacted] card We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
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 called in either April 24th or 25th to report my card lostOne of the days they were down due to "maintenance" for two hours but it ended up being the entire daySo the next day I called and reported it lostNow someone did call me this morning but I've been calling and getting hung up on since! Also this wasn't what I was asked of in the beginning I was asked for proof of address and ID I submitted that, then I got someone telling me I need my Social security card which isn't a problem! Their inconsistent with what they ask of me as well as what I asked of themI can be reach at ###-###-#### due to me being at workI have yet to reach the person who contacted me earlier Regards, [redacted] ***
February 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurredIf [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####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 requestedA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe appreciate [redacted] feedback and sincerely apologize for the inconvenienceWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
February 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her sister completed a card to card transfer in error to a wrong account of hers [redacted] would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, [redacted] contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds The RushCard agent advised they would send a new card out so they could do they could do the transfer [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
November 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 October 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she received a direct deposit and RushCard is holding her direct deposit [redacted] would like to have a formal apology and explanation on why the deposit did not post to her account On October 24, RushCard received a direct deposit to [redacted] accountSince the direct deposit was over our card load limit of $9,additional documentation was required from [redacted] We requested [redacted] submit for review identification documentation (copies of driver’s license or state identification card, social security card) and letter from the remitter validating the deposit amount as well as the address on the accountWe show we received all required documentation requested, however, a request to have the documentation was not submitted for review until the direct deposit was returned back to the remitterOn 11/1/2016, a RushCard Corporate specialist contacted [redacted] to explain our process and procedures and to apologize for the inconvenience this has caused We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Sincerely, RushCard Corporate Customer Service
April 26, VIA ONLINE SUBMISSION:Revdex.com®E 4th Ste Suite 600Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on April 24, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she made a transaction for $ [redacted] states the transaction was cancelled and then credited back to her RushCard account [redacted] also states that the transaction was debited for a second time from her account [redacted] would like a refund for $ On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $ The disputed transaction was researched and a determination was made on the claim Upon the investigation, the transaction was associated with [redacted] , which is a valid transaction No error was found and no credit will be issued on the accountIf [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
Revdex.com: No I am referring to my rush settlementI sent it by mail and did it online 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]
June 30, VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati 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] Perry on 6/23/ UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she cannot collet her funds from RushCard [redacted] also states that she does not have the documentation required to send in [redacted] wants the funds on her RushCard account On May 22, 2016, [redacted] contacted RushCard customer service to order a replacement card and failed verification As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days [redacted] began submitting the requested documents to verify her identity on June 8, As of June 30, additional documentation is still needed to verify [redacted] identity A corporate customer service representative attempted to contact [redacted] to advise of this information on June 30, Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, Corporate Customer Service [redacted]
October 28, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 15, 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] ’s complaint contends he received an email from RushCard stating that his card had been compromised and that his card was blockedMr [redacted] stated he attempted to contact the number he was given to resolve the issue but he was not able to reach a live agentMr [redacted] would like access to the funds on his RushCard account On August 15, 2016, Mr [redacted] sent an email to RushCard regarding his temporary block on his cardOn August 16, a RushCard corporate customer service specialist attempted to contact Mr [redacted] to verify the declined transactionsThe cardholder returned the call and was able to verify the declined transaction Mr [redacted] ’s card was unblocked and he now has access to his fundsRushCard considers this issue resolved We appreciate Mr [redacted] ’s feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him RushCard, Corporate Customer Service
January 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On 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 interruptionThere are no other funds that will be issued to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
March 15, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 14, 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] states in her complaint that someone used her email address when signing up for the RushCard [redacted] would like for her email address to be removed from the RushCard account RushCard records indicate that the email [redacted] provided was used for the RushCard account ending in The email address has been removed from the cardholders account On March 15, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this informationA detailed message was left noting this information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
February 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 2, 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 has been contacting RushCard to get her online account working [redacted] also states she has tried several times to get her online account password changed [redacted] would like better customer service and her online password changed Our records indicate that on February 6, [redacted] successfully logged into her online account and made changes If [redacted] is still having difficulty changing her online password she will need to contact RushCard customer service directly at ###-###-#### for assistance A RushCard corporate resolutions specialist attempted to contact [redacted] on February 6, to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 28, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: December 7, 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 informationWe 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 insuranceOn November 24, 2015, [redacted] attempted to process a card to card transfer in the amount of $ [redacted] contacted RushCard customer service and was advised that a request to transfer the funds will be escalatedOn December 7, 2015, a card to card transfer was process to [redacted] card ending in ***A $ courtesy credit was applied to [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 have determined that this does not resolve my complaint I have contacted Rushcard on March 7th because my card was missing and I saw the unauthorized charge from the [redacted] ***, [redacted] , [redacted] and an un-identified ATM machineThey told me that they were going to send me a dispute form that us and two weeks later I never received the dispute formAfter a minute conversation with another representative, I received my dispute form only to be told one day later that the charges were valid, which in fact it is not, I was not provided documentation from them explaining why they made the decision and the documents that made them make the decision that the charges were validThroughout this time period, I still did not receive my new card and I gave them the correct addressI even spoke with a representative at the post office and they said my address was valid and nothing has came inThen yesterday when I spoke with a representative, they said that they were going to send me new card, but as of today they took it upon themselves to suspend my accountThey refuse to let me speak to corporateSo basically I haven't had access to my funds for a month, they refuse to do a though investigation of all my charges that I disputed, not just [redacted] ***, and now they are telling me that I cannot receive a card, even though yesterday they said I wouldEvery representative I spoke with proved that they are dishonest and they do not care about me as a customerThey allow people to make unauthorized charges on their accounts and fail to realize that their disregard of the issue at hand is leaving a unsatisfied customer Regards, [redacted] ***
August 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, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 16, 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 his direct deposit was late in posting to his RushCard account [redacted] ’ direct deposit was received and posted to his account on 7/30/with the effective date of 7/31/There was a slight delay with posting direct deposits on July 30, 2015, but that issue was resolved [redacted] received his direct deposit one day early then the actual deposit is due to postIf [redacted] would like to receive his direct deposit sooner, he will need to contact the remitter 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 complaintI agree that I received the transfer to a replacement card that was issued to meIt amazes me that the company is so callous that they can actually state that after I was forced to obtain a new card that I didn't want I should be responsible for any fees related to this debacleI received contact from a corporate representative yesterday, after I made the same post to Consumer AffairsI received a completely different response from the department that answered that complaintThe representative was nice and polite and did refund my fees but I felt that her goal was to make sure that she gave me enough to confirm that the problem was resolvedI felt like their was no real concern with how to make sure that the issue with customer service would not happen again I did get my money, and I will not further pursue the issue, bu I was not completely satisfied with the result Regards, [redacted] ***
On March 24, we sent you a letter informing that we have made a final determination in your claim stating that an error was foundHowever, your claim was inadvertently resolved in errorWe have reviewed your account and we’re sorry to inform that no error was foundBased on our investigation, we have concluded no error occurred; therefore, no funds will be credited to your account and this matter is considered closedYou may request a copy of the documents we used in determining the final outcome of the investigationIf you would like to request copies of the documents, or have further questions, please contact the number on the back of your card.Sincerely, Dispute Resolution Fax: ###-###-####
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service