March 30, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint # [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on March 26, 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 RushCard would not release an authorization hold that was made on March 18, in the amount of $ [redacted] also states that he would like the funds credited back to her account Per previous response on March 18, [redacted] contacted RushCard customer service to inquire about a transaction hold for $A call was placed to the merchant to have the pending hold releasedOn March 18, 2016, the transaction hold for $was released On the same date of March 18, the transaction for $settled to the account An unauthorized transaction dispute was filed on March 22, for the transaction, the dispute was denied and indicated no error found On March 28, a corporate customer service specialist contacted [redacted] to provide this information In addition on March 29, a $credit was applied to [redacted] account from [redacted] ** We appreciate [redacted] feedback and hope to provide a better understanding on the authorization process Regards, RushCard Corporate Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her account without any notification [redacted] is requesting her funds on the account, and the late fee that she incurred On July 27, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard accountWe have left a message with [redacted] to contact our corporate office to have an express cash processed for the remaining balance on her account We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: 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 Ok, I have alot to say about this, first when your respond to a message make sure you have the dates rightYou responded that Rushcard debited $from my account on October 29, Really? The date is April 20, how is that possible? Another thing, the very first response you put up was: On October 16, 2015, RushCard issued a temporary credit of $due to a delay in deposits caused by a service interruptionOn October 19, 2015, RushCard reversed the temporary credit because the direct deposit posted on October 17, The debiting back of the $has cause the discrepancy in balance OK, but here is the deal, my direct deposits go to Rushcard every week on Monday, they are posted on my account every Wednesday with the balance availableOk, last year in October of on Wednesday the 14th my direct deposit was not posted, instead it was posted on my account on Friday 16, Now we get to the problem, I had bill I paid on Friday that was $150, the next day on Saturday 17, my account was showing a $balanceIf Rushcard did what they said, I should have had over $in my accountRushcard in previous responses said that they issued a temporary credit of $on the 16th, then the next day my direct deposit was posted $549.59, then two days later they debited my account $Ok, lets see, balance on October 15th was $10.00, so $plus $is $559.59, I had a bill that was $150.00, so $minus $is $409.59, so on October 17, Rushcard says that my direct deposit hit my account, so thats another $plus my balance of $is $959.18, really?? Then they waited two whole days to debit $out of my account, I do not know of any Financial service that waits two whole days if you owe them money to take it back but thats what Rushcard is sayingBut the whole problem is that on October 17th of 2015, my balance was $Thats my problemAlso, Rushcard does not have the authorization to do a credit only [redacted] doesRushcard only provides the prepaid debit cards, [redacted] deals with the direct deposits, and [redacted] would need a credit check to do a temporary credit to my accountThe second response from Rushcard was:Per previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $for the unusual account because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, first it was October 19, now it is October 29, 2016, really? Rushcard took over $out of my accountHow can I believe what they say when they are getting the dates of the transactions wrong, I know why its wrong because Rushcard did not do a temporary credit on my account, how do I know that? On October 17th of my balance was $instead of S959.18, because they say that they waited two whole days to debit back the $that they credited twiceAlso, how is my account unusual? What is that about? The third response was: 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 depositsAs a result of this interruption, Rushcard credited direct deposits in advance our direct deposit customersPer previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, again I guess the new date we are going with is October 29, 2016, this tells me that Rushcard is not paying attention to my problemsSo if what Rushcard says is true then on October 29, they are planning to take out $from my account? Ok the date being wrong, you know everyone is human, as humans we make mistakes, but a typo should only be one, not multipleThat shows me that Rushcard does not know what they are talking about Per the previous response, Rushcard will not be crediting the accountRushCard 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 depositsAs a result of this interruption, Rushcard credited direct deposits in advance to our direct deposit customersPer previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, this is the last response from Rushcard, all they did was copied and pasted it from the previous responseMy answer still stands, I want my $that Rushcard took out in an unauthorized transactionSomeone should be held responsible for what is happening, I am a store manager with a retail corporation, I would have fired many people over thisBut guess what, Rushcard does not care about itRushcard states in its terms and conditions that the prepaid debit cards that Rushcard provides is not a credit card and that if the account holders direct deposit has not hit the account yet they can not do a temporary creditI found this out by calling them in March on Wednesday 23, when I first made this complaint, after which the manager that I was talking to said that Rushcard did take the $on October 17, out of my accountSo, I want my money back is case Rushcard does not know it is $If Rushcard does not know what its terms and conditions are then they should go over my previous responses, I copied and pasted them from the Rushcard website Regards, [redacted]
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio RE: [redacted] Complaint ID: [redacted] May 4, We received [redacted] complaint regarding the availability of her funds and the level ofcustomer service received RushCard logsall customer contact and activity associated with financial cardsAfter reviewof [redacted] account, the last deposit received was on 4/30/with a paydate of 5/1/RushCard in the process of upgrading our Direct Depositfeature and transitioning it to [redacted] As part of this transition we havesent notices to your employer (or the originator of your deposit) informingthem of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit informationFor your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted] We sincerelyapologize for the confusion and inconvenience this has causedIf [redacted] would like to speak with someone in the corporate office regarding moreinformation, please have her call ###-###-#### and press option Weappreciate [redacted] feedback Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomersRegards, [redacted] CustomerService SpecialistTell us why here
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
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: 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 did receive the $credit and my direct depositBut it doesn't solve the fact that I still don't have direct access to cashMy card was damaged and have been damaged for a while nowBut I have another card on my account to which I transfer my money toI have paid so many transfer fees transfering cash to my girlfriend Rush card until its ridiculous!! But I don't mind.I explained that to the customer service Representative on the phone but not the Corporate employee who contacted me.There's no need to order a card since I have another card to actually use on my accountAlso, there is no way possible to get cashI have to use my debit card number that I had to dig out of a stack of papers, online to pay for anything I needExcept gasMy water services was disconnected, I can't pay a ride to work because I have no access to cashI did explain to the Corporate Customer Service Representative that I was using a loaner vehicle to get to work and that I was suppose to try and buy a car with my very next I paycheckThe plan was to spend $on a down payment for the car and $on my water billBut with no access to transportation and Cash my water got disconnected and incurred a higher fee and no car but, instead a stack of I.O.U's..I still have $in my account that I owe out and no access to itHad I for seen this tradegy with Rush Card, I would have used another source for my direct depositBut I trusted that Rush card would have this whole thing straightened out by now This has caused me a headache and my life has been altered temporarily as a result of this change from Rush cardAll I need is for them to either transfer my $from my card ending in [redacted] to card number [redacted] or apply a credit in the amount of $to my card ending in [redacted] and close or block my account ending in [redacted] So that I can be done with this whole company It takes a long time to get a Representative on the phone, one time my account was over drafted $due to a faulty ATM transaction and the representative told me the problem would work itself out if I transferred money to the over drafted account..It never didAlso there was the time when there was a porn hotline number in place of their customer service number on the app as well as online.My girlfriend made a report of it and they never contacted her back in regards to itThis just don't seem like a company I want to further entrust my money with Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I signed and sent back the form when I recieved itSo there is no way that's when they recieved it this company is full of crap and I am tired of them holding up my moneyIt is their faults as to why I didn't recieve my money to begin with and this issue should have been fixed along time ago but this company is unprofessional and just keeps giving their customers the run around and they think it's ok because it's not their money getting messed overThis is NOT right Regards, [redacted]
April 19, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on March 7, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that were denied [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her accountOn March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] On April 5, 2016, [redacted] ’s unauthorized transaction dispute was denied due to no error occurred Per previous response [redacted] was advised of the rebuttal letter process to reopen the disputeOn March 7, 2016, [redacted] faxed her rebuttal letter to the disputes departmentOn April 14, 2016, [redacted] rebuttal letter was denied due to no additional information was provided to overturn the previous decisionWe encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedbackOur goal is to provide financial convenience and security 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 According to my rewcords this business owes me an additional The excuse for not rewarding me this amount is that my complaint is over days oldI am only beginning to recheck my prior statements with this company, and, I am finding many mistakes
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 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 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:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint FI sent off all the paper work they asked me to fill out I even talk to [redacted] This was a rush card problem I called the same day to stop the transaction fron going thught and the man told me he could not stop itBut when I called back the ladie say I could've stop it right then thiabis not far I work really head for my money amd may not be nothing to them but its a lot to me and I dont have money just to give away can you please help me I really need my moneyAnd its been over days please HELP Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I have been dealing with rushcard since oct after a purchase of was made to and online virgin hair siteI called them on the 11th to ask if the payment had posted because I never recieved a comformation an it struck a red flag I was told the money was still being held I ask that they freeze the transaction so that it would proccess on the 11th the repersentative tld me she had made a not on my account and that the matter would be taking care of at that time I didnt need to file a dispute because the fuds hadnt been releaseddafter desperatley trying to stay on the phone with somebody to find out and update even after emailing the dispute wasnt file properly till nov I had provided al the email dats and calll times to rushcard explaining the time discrepancy on thee behalf howerver nothing was donetoday is dec,I called and spoke to a superviso bu the of daseyshe told me that I could be waiting and additional 40-days to even get an update on whats going on with my dispute I ask to be transferd to the dispute department and she told me that I could not be transfered because I already filed a dispute so I had to wait until I was contacted and she also stated that she didnt have as many resources to give me vaulbe imformation that only the dispute department would have hadShe stated there was nothing they could do and that she didnt have a update for me as far as my money and my account I have a call that was record when I ask the repesentative to please not allow the transaction to proccess to the vendor and now I have been without a refund and a crediti want them to refund me my money and put my back in my account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Rushcard/UniRush states via social media (and in response to this inquiry) they had an upgrade or update of their systems beginning 10/12/Since then, I have not been able to access my funds (correct account balance)My balance should be $Every time I have called RUSH after I noticed that I was unable to access my account balance upon account login on on 10/16/15, I have been unable to get a cohesive answer other than after waiting long holds, being hung up onHere is just SOME of the answers I have received:"We are unable to access your account please call back or give me your # for us to call you back"."Can I have your name and account #, placed on hold again, rep comes back after minutes saying our systems are down"."We have not received your deposit of $300.01"We don't see it.Had the RushCard Agent call [redacted] to verify the transaction was credited, was placed on another long holdTransferred to dispute department, rephung up on me and never called me back."You must dispute the original charge and fax or mail back the dispute form within days" I did fax the form on 10/26/(enclosed as an attachment) with receipt and back up."I will escalate your CREDIT not posted to our 'technical support dept""I cannot escalate your request for your money because there is no technical support dept"."I will send you over to our disputes"transfer and on hold person answers and then hangs up."I cant transfer you to disputes because we are still in process of our update and have a system outage"."I will email you a dispute form in hours"Had to call back because I never recd the form + hours laterAsked for a supervisor regarding my accountRep refused to transfer me to someone to help me stating "nobody can help you here; no one here can do anything so I cannot transfer you".Called back another dayGave my reference # which is in the attached email I was put on hold and rep came back on the line stating "unfortunately, I cannot see anything on that ticket #; you have to call back another day or two because we are waiting for our system update to be complete".I have spent OVER hours on the phone with RushCard/Unirush since 10/16/ Please see attached call log from Charter and Sprint) detailing all the calls in attempt for resolve.ALL of these calls were in an attempt to find out why my credit from [redacted] for $credited to my card back to RushCard/Unirush on 10/10/has not been posted to my balance AND why they REFUSE to send me my money or post it on my account as normal.I have been a loyal customer for almost yearsIt has been days; still my current account balance through [redacted] ATM, online inquiry and TEXT inquiry all state that my balance is $Totally inaccurate I am tired of given untruths and inaccurate statements about why my money, which was clearly refunded by the merchant (see attached receipt where I paid cash for the rental car when I returned it)Still my balance is inaccurate; I have been on an empty gas tank because of RushCard taking their time with MY MONEY! The last correspondence was an email RUSH sent to me today asking me to call their customer service #I called and waited over minutes on the phone and couldn't wait any longer for a rep to answer Regards, [redacted] Attachments: Balance inquiry from RUSH textOct RUSH StatementDispute form and FAX to RUSH with receipt of cash transaction [redacted] Screen photo showing CREDITEmail correspondence Call log
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'm still not able to get through to customer service it hangs up this is weeks later after the fact and also my direct deposit is not in todayIt appears they are still having IVR and processing issues Regards, [redacted]
June 5, 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 May 29, 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 needs to change the company policy regarding card replacementsOn May 20, 2015, [redacted] contacted RushCard to process a card replacement for a damaged card [redacted] received his replacement card via regular mail and this practice cause [redacted] pause A RushCard Corporate Customer Service Specialist contacted [redacted] to advise that we appreciate his feedback RushCard complies with [redacted] Security Guidelines regarding issuance and mailing of all cards RushCard takes security seriously and appreciates [redacted] for his business We appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this matter has caused [redacted] Corporate Customer Service
The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- Case: [redacted] May 4, We received [redacted] complaint regarding access to her funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience [redacted] is experiencing when trying to contact our call centers and we are currently having extremely high call volumesOn 4/30/After being unable to speak with a call center representative, [redacted] contacted our corporate office to request a card replacement be issued via expedited delivery which takes up to 1-business days to receive [redacted] has received her card on 5/4/ and is showing activatedIf [redacted] would still like for her account to be closed and a bill payment check to be issued, she can contact our corporate office at ###-###-#### option We appreciate [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
Revdex.com: 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 Again, you guys are not paying attention to my issueAs I advised the agent who called me, I'm missing $that was in my rush goals that I want refunded asap! Regards, [redacted] ***
March 30, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint # [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on March 26, 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 RushCard would not release an authorization hold that was made on March 18, in the amount of $ [redacted] also states that he would like the funds credited back to her account Per previous response on March 18, [redacted] contacted RushCard customer service to inquire about a transaction hold for $A call was placed to the merchant to have the pending hold releasedOn March 18, 2016, the transaction hold for $was released On the same date of March 18, the transaction for $settled to the account An unauthorized transaction dispute was filed on March 22, for the transaction, the dispute was denied and indicated no error found On March 28, a corporate customer service specialist contacted [redacted] to provide this information In addition on March 29, a $credit was applied to [redacted] account from [redacted] ** We appreciate [redacted] feedback and hope to provide a better understanding on the authorization process Regards, RushCard Corporate Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her account without any notification [redacted] is requesting her funds on the account, and the late fee that she incurred On July 27, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard accountWe have left a message with [redacted] to contact our corporate office to have an express cash processed for the remaining balance on her account We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: 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 Ok, I have alot to say about this, first when your respond to a message make sure you have the dates rightYou responded that Rushcard debited $from my account on October 29, Really? The date is April 20, how is that possible? Another thing, the very first response you put up was: On October 16, 2015, RushCard issued a temporary credit of $due to a delay in deposits caused by a service interruptionOn October 19, 2015, RushCard reversed the temporary credit because the direct deposit posted on October 17, The debiting back of the $has cause the discrepancy in balance OK, but here is the deal, my direct deposits go to Rushcard every week on Monday, they are posted on my account every Wednesday with the balance availableOk, last year in October of on Wednesday the 14th my direct deposit was not posted, instead it was posted on my account on Friday 16, Now we get to the problem, I had bill I paid on Friday that was $150, the next day on Saturday 17, my account was showing a $balanceIf Rushcard did what they said, I should have had over $in my accountRushcard in previous responses said that they issued a temporary credit of $on the 16th, then the next day my direct deposit was posted $549.59, then two days later they debited my account $Ok, lets see, balance on October 15th was $10.00, so $plus $is $559.59, I had a bill that was $150.00, so $minus $is $409.59, so on October 17, Rushcard says that my direct deposit hit my account, so thats another $plus my balance of $is $959.18, really?? Then they waited two whole days to debit $out of my account, I do not know of any Financial service that waits two whole days if you owe them money to take it back but thats what Rushcard is sayingBut the whole problem is that on October 17th of 2015, my balance was $Thats my problemAlso, Rushcard does not have the authorization to do a credit only [redacted] doesRushcard only provides the prepaid debit cards, [redacted] deals with the direct deposits, and [redacted] would need a credit check to do a temporary credit to my accountThe second response from Rushcard was:Per previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $for the unusual account because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, first it was October 19, now it is October 29, 2016, really? Rushcard took over $out of my accountHow can I believe what they say when they are getting the dates of the transactions wrong, I know why its wrong because Rushcard did not do a temporary credit on my account, how do I know that? On October 17th of my balance was $instead of S959.18, because they say that they waited two whole days to debit back the $that they credited twiceAlso, how is my account unusual? What is that about? The third response was: 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 depositsAs a result of this interruption, Rushcard credited direct deposits in advance our direct deposit customersPer previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, again I guess the new date we are going with is October 29, 2016, this tells me that Rushcard is not paying attention to my problemsSo if what Rushcard says is true then on October 29, they are planning to take out $from my account? Ok the date being wrong, you know everyone is human, as humans we make mistakes, but a typo should only be one, not multipleThat shows me that Rushcard does not know what they are talking about Per the previous response, Rushcard will not be crediting the accountRushCard 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 depositsAs a result of this interruption, Rushcard credited direct deposits in advance to our direct deposit customersPer previous response, On October 29, 2016, RushCard debited $from the account to recoup the initial credit issued in advance of the direct deposit posted on 10/17/RushCard issued two supplementary courtesy credits of $because of the inconvenience caused by the service interruptionThere are no funds to be reimbursed to the RushCard account.Ok, this is the last response from Rushcard, all they did was copied and pasted it from the previous responseMy answer still stands, I want my $that Rushcard took out in an unauthorized transactionSomeone should be held responsible for what is happening, I am a store manager with a retail corporation, I would have fired many people over thisBut guess what, Rushcard does not care about itRushcard states in its terms and conditions that the prepaid debit cards that Rushcard provides is not a credit card and that if the account holders direct deposit has not hit the account yet they can not do a temporary creditI found this out by calling them in March on Wednesday 23, when I first made this complaint, after which the manager that I was talking to said that Rushcard did take the $on October 17, out of my accountSo, I want my money back is case Rushcard does not know it is $If Rushcard does not know what its terms and conditions are then they should go over my previous responses, I copied and pasted them from the Rushcard website Regards, [redacted]
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio RE: [redacted] Complaint ID: [redacted] May 4, We received [redacted] complaint regarding the availability of her funds and the level ofcustomer service received RushCard logsall customer contact and activity associated with financial cardsAfter reviewof [redacted] account, the last deposit received was on 4/30/with a paydate of 5/1/RushCard in the process of upgrading our Direct Depositfeature and transitioning it to [redacted] As part of this transition we havesent notices to your employer (or the originator of your deposit) informingthem of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit informationFor your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted] We sincerelyapologize for the confusion and inconvenience this has causedIf [redacted] would like to speak with someone in the corporate office regarding moreinformation, please have her call ###-###-#### and press option Weappreciate [redacted] feedback Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomersRegards, [redacted] CustomerService SpecialistTell us why here
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
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: 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 did receive the $credit and my direct depositBut it doesn't solve the fact that I still don't have direct access to cashMy card was damaged and have been damaged for a while nowBut I have another card on my account to which I transfer my money toI have paid so many transfer fees transfering cash to my girlfriend Rush card until its ridiculous!! But I don't mind.I explained that to the customer service Representative on the phone but not the Corporate employee who contacted me.There's no need to order a card since I have another card to actually use on my accountAlso, there is no way possible to get cashI have to use my debit card number that I had to dig out of a stack of papers, online to pay for anything I needExcept gasMy water services was disconnected, I can't pay a ride to work because I have no access to cashI did explain to the Corporate Customer Service Representative that I was using a loaner vehicle to get to work and that I was suppose to try and buy a car with my very next I paycheckThe plan was to spend $on a down payment for the car and $on my water billBut with no access to transportation and Cash my water got disconnected and incurred a higher fee and no car but, instead a stack of I.O.U's..I still have $in my account that I owe out and no access to itHad I for seen this tradegy with Rush Card, I would have used another source for my direct depositBut I trusted that Rush card would have this whole thing straightened out by now This has caused me a headache and my life has been altered temporarily as a result of this change from Rush cardAll I need is for them to either transfer my $from my card ending in [redacted] to card number [redacted] or apply a credit in the amount of $to my card ending in [redacted] and close or block my account ending in [redacted] So that I can be done with this whole company It takes a long time to get a Representative on the phone, one time my account was over drafted $due to a faulty ATM transaction and the representative told me the problem would work itself out if I transferred money to the over drafted account..It never didAlso there was the time when there was a porn hotline number in place of their customer service number on the app as well as online.My girlfriend made a report of it and they never contacted her back in regards to itThis just don't seem like a company I want to further entrust my money with Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I signed and sent back the form when I recieved itSo there is no way that's when they recieved it this company is full of crap and I am tired of them holding up my moneyIt is their faults as to why I didn't recieve my money to begin with and this issue should have been fixed along time ago but this company is unprofessional and just keeps giving their customers the run around and they think it's ok because it's not their money getting messed overThis is NOT right Regards, [redacted]
April 19, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on March 7, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that were denied [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her accountOn March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] On April 5, 2016, [redacted] ’s unauthorized transaction dispute was denied due to no error occurred Per previous response [redacted] was advised of the rebuttal letter process to reopen the disputeOn March 7, 2016, [redacted] faxed her rebuttal letter to the disputes departmentOn April 14, 2016, [redacted] rebuttal letter was denied due to no additional information was provided to overturn the previous decisionWe encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedbackOur goal is to provide financial convenience and security 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 According to my rewcords this business owes me an additional The excuse for not rewarding me this amount is that my complaint is over days oldI am only beginning to recheck my prior statements with this company, and, I am finding many mistakes
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 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 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:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint FI sent off all the paper work they asked me to fill out I even talk to [redacted] This was a rush card problem I called the same day to stop the transaction fron going thught and the man told me he could not stop itBut when I called back the ladie say I could've stop it right then thiabis not far I work really head for my money amd may not be nothing to them but its a lot to me and I dont have money just to give away can you please help me I really need my moneyAnd its been over days please HELP Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I have been dealing with rushcard since oct after a purchase of was made to and online virgin hair siteI called them on the 11th to ask if the payment had posted because I never recieved a comformation an it struck a red flag I was told the money was still being held I ask that they freeze the transaction so that it would proccess on the 11th the repersentative tld me she had made a not on my account and that the matter would be taking care of at that time I didnt need to file a dispute because the fuds hadnt been releaseddafter desperatley trying to stay on the phone with somebody to find out and update even after emailing the dispute wasnt file properly till nov I had provided al the email dats and calll times to rushcard explaining the time discrepancy on thee behalf howerver nothing was donetoday is dec,I called and spoke to a superviso bu the of daseyshe told me that I could be waiting and additional 40-days to even get an update on whats going on with my dispute I ask to be transferd to the dispute department and she told me that I could not be transfered because I already filed a dispute so I had to wait until I was contacted and she also stated that she didnt have as many resources to give me vaulbe imformation that only the dispute department would have hadShe stated there was nothing they could do and that she didnt have a update for me as far as my money and my account I have a call that was record when I ask the repesentative to please not allow the transaction to proccess to the vendor and now I have been without a refund and a crediti want them to refund me my money and put my back in my account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Rushcard/UniRush states via social media (and in response to this inquiry) they had an upgrade or update of their systems beginning 10/12/Since then, I have not been able to access my funds (correct account balance)My balance should be $Every time I have called RUSH after I noticed that I was unable to access my account balance upon account login on on 10/16/15, I have been unable to get a cohesive answer other than after waiting long holds, being hung up onHere is just SOME of the answers I have received:"We are unable to access your account please call back or give me your # for us to call you back"."Can I have your name and account #, placed on hold again, rep comes back after minutes saying our systems are down"."We have not received your deposit of $300.01"We don't see it.Had the RushCard Agent call [redacted] to verify the transaction was credited, was placed on another long holdTransferred to dispute department, rephung up on me and never called me back."You must dispute the original charge and fax or mail back the dispute form within days" I did fax the form on 10/26/(enclosed as an attachment) with receipt and back up."I will escalate your CREDIT not posted to our 'technical support dept""I cannot escalate your request for your money because there is no technical support dept"."I will send you over to our disputes"transfer and on hold person answers and then hangs up."I cant transfer you to disputes because we are still in process of our update and have a system outage"."I will email you a dispute form in hours"Had to call back because I never recd the form + hours laterAsked for a supervisor regarding my accountRep refused to transfer me to someone to help me stating "nobody can help you here; no one here can do anything so I cannot transfer you".Called back another dayGave my reference # which is in the attached email I was put on hold and rep came back on the line stating "unfortunately, I cannot see anything on that ticket #; you have to call back another day or two because we are waiting for our system update to be complete".I have spent OVER hours on the phone with RushCard/Unirush since 10/16/ Please see attached call log from Charter and Sprint) detailing all the calls in attempt for resolve.ALL of these calls were in an attempt to find out why my credit from [redacted] for $credited to my card back to RushCard/Unirush on 10/10/has not been posted to my balance AND why they REFUSE to send me my money or post it on my account as normal.I have been a loyal customer for almost yearsIt has been days; still my current account balance through [redacted] ATM, online inquiry and TEXT inquiry all state that my balance is $Totally inaccurate I am tired of given untruths and inaccurate statements about why my money, which was clearly refunded by the merchant (see attached receipt where I paid cash for the rental car when I returned it)Still my balance is inaccurate; I have been on an empty gas tank because of RushCard taking their time with MY MONEY! The last correspondence was an email RUSH sent to me today asking me to call their customer service #I called and waited over minutes on the phone and couldn't wait any longer for a rep to answer Regards, [redacted] Attachments: Balance inquiry from RUSH textOct RUSH StatementDispute form and FAX to RUSH with receipt of cash transaction [redacted] Screen photo showing CREDITEmail correspondence Call log
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'm still not able to get through to customer service it hangs up this is weeks later after the fact and also my direct deposit is not in todayIt appears they are still having IVR and processing issues Regards, [redacted]
June 5, 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 May 29, 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 needs to change the company policy regarding card replacementsOn May 20, 2015, [redacted] contacted RushCard to process a card replacement for a damaged card [redacted] received his replacement card via regular mail and this practice cause [redacted] pause A RushCard Corporate Customer Service Specialist contacted [redacted] to advise that we appreciate his feedback RushCard complies with [redacted] Security Guidelines regarding issuance and mailing of all cards RushCard takes security seriously and appreciates [redacted] for his business We appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this matter has caused [redacted] Corporate Customer Service
The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- Case: [redacted] May 4, We received [redacted] complaint regarding access to her funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience [redacted] is experiencing when trying to contact our call centers and we are currently having extremely high call volumesOn 4/30/After being unable to speak with a call center representative, [redacted] contacted our corporate office to request a card replacement be issued via expedited delivery which takes up to 1-business days to receive [redacted] has received her card on 5/4/ and is showing activatedIf [redacted] would still like for her account to be closed and a bill payment check to be issued, she can contact our corporate office at ###-###-#### option We appreciate [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
Revdex.com: 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 Again, you guys are not paying attention to my issueAs I advised the agent who called me, I'm missing $that was in my rush goals that I want refunded asap! Regards, [redacted] ***