March 2, 2017VIA ONLINE SUBMISSION:Revdex.com® E 4th, STE 600Cincinnati Ohio 45202Re: 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 2, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that a transaction was withdrawn from her account that she did not authorize [redacted] also states she contacted RushCard customer service and was given the runaround with no assistanceOn March 2, 2017, a corporate customer service specialist contacted [redacted] regarding the transaction for $and $from [redacted] The transactions settled on March 1, [redacted] was advised that she would need to file a dispute for the transactions if she did not agree with the debit from her account [redacted] was advised of the disputes process to file a claimWe appreciate [redacted] feedback Sincerely,RushCard Customer Service
January 20, 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 January 12, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she is deprived access to the funds in her RushCard account [redacted] also stated that she attempted to retrieve the funds from her RushCard accountOn October 22, 2015, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $that was made on her RushCard accountPer RushCard Cardholder Agreement, the dispute process can take up to to days to investigate the claimOn December 18, 2015, the unauthorized transaction dispute was found in [redacted] favor and a final credit of $was issued to her accountA final letter has been sent to the address on the account notifying [redacted] of the resolutionThe unauthorized transaction dispute has been closed, and as such we consider this matter resolved [redacted] was having difficulties with using her card due to the card never being activatedOn January 19, 2016, [redacted] card was manually activated for her and she will need to reset her pin number via the pin line at ###-###-####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
November 25, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] on November 8, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint states that RushCard holding her funds from a gas station transaction [redacted] also stated that she would like for the funds to be released back to her RushCard accountPer response, On October 23, 2015, a gas hold transaction for the amount of $was made on Ms [redacted] ’s accountOn October 26, 2015, [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that her request will be escalated to the corporate officeGas holds are unable to be released sooner than the expiration datePer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be releasedWe appreciate [redacted] ’s feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on October 12, and any applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your card
November 12, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, 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 [redacted] has access to his 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/There is no records showing [redacted] is missing funds from is 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
December 28, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 25, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she was locked out of her online account and was having issues contacting RushCard customer service [redacted] also states that she is missing $from her account [redacted] account history indicate she has successfully been using the card without any interruptions at the time when the conversion took place October 12, [redacted] will need to go through the proper steps to unlock her online account by resetting her password by selecting “forgot password” [redacted] will need to verify the correct password is being used and make sure she is using [redacted] to access the website If it is a Mobile App please uninstall and reinstall and clear cache/cookiesThere is not enough information provided in regards to the $missing from [redacted] accountAccording to [redacted] account activity matches the balance on the accountWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 In [redacted] complaint he stated his RushCard was used without his authorizationHe said he received a letter stating no error occurredHe is requesting for the funds to be returned back into his account Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,with [redacted] , on four different transactions, posted between October 2nd, to January 1st, He claimed he has [redacted] and did not make the chargesOn January 16, [redacted] claim was denied due to no error foundThe disputed transactions were made on three different cards [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes ManagerHe claimed he never received the cards in the mail Regards, RushCard Corporate Customer Service
I attached document to support addition late fees on the account is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as wellI have contact each and requested documentation of the decline in payment on the accountsThe documentation is on the previous request stating this is not sufficient
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 Not only was I inconvenienced in not being able to access my money for days on Thursday, October 22nd I contacted RUSHCARD member services to advise that there is $missing from my account ending in [redacted] due the glitch in their system from Oct 12th to Oct 22ndRepresentatives by the name of Jessica and Dan advised that a tracking/tracing request has been submitted and funds will be credited to my account within 1-business daysToday being the 3rd business day a credit does not appear to be posted to my account I request the executive office of UniRush or someone in their line of business contact me as soon as possible Regards, [redacted] ***
I filed a dispute about a transaction on my acct that I did not authorize I was told I'd get a expedited provisional credit within 10dys of me faxing the a affidavit this all started 6/6/it is now 6/27/I've been on hold for a hour and a half I've filed complaints I've done everything they asked of me & still haven't got a credit back to my card I was told my paperwork was incomplete I refaced it that same day & still haven't got a credit back to my card not have I been able to get in contact with someone today (6-27-16) about the credit to my acct this has been a extreme inconvenience for me it's unfair & unexceptable service from Rush card I've filed a complaint with the Revdex.com before now & still haven't got help a response no nothing I just want my credit like I was told multiple times by people who said they were supervisorsDesired Outcome: I want my money placed back on my card This is my 3rd complaint I've been trying to dispute a transaction on my acct with Rush card I was told by multiple people I'd get a expedited refund this issue started June 6th I've done everything I was told to do after being on hold for 2hrs 18mims 28sec I was told I wouldn't get a provisional credit because my papers were not submitted in a timely fashion I've been calling every couple days trying to get help with my expedited refund only to be told today that I was given miss information and it was too late I had til the 20th of June to submit papers I was told I had til the 23rd I sent them my papers by the 9th no one called to say my papers were incomplete I was told to call the 23rd I did I was told my papers needed to b redone I did it & sent them right back only to be told today I couldn't get the provisional after it was already approved on the 6th which is the day I filed the dispute this is unfair business & unexceptable they refuse to help me even tho I did wht I was suppose to do on time I'm tired of getting the run around I just want my money that was taken off my card I just want the expedited refund I was told I was approved forProblem: ive been going back and forth with rush card about a unauthorized transaction on my acct I was told I was approved for a expedited refund of the money that was charged to my card without my consent ive been writing letters to the po box that is listed as the mailing address this is my 4th complaint to the Revdex.com iv called rush card multiple times one time I was placed on hold for over 2hrs which is ridiculous this transaction was june 6,ive been calling rush card almost everyday asking for a supervisor who then in turn says they cant help me I did everything I was told to do the supervisor acknowledges I did everything I was told and still refuses to give me the expedited credit I was told I would get I was continue to write letters and file a complaint everyday til I get back the money that was fraudulently charged to my acct no one other than me has access to my card or was authorized to make charges on my card today is now june 28,and im still fighting for my credit Desired Outcome: refund of the money that was charged to my card without my permission
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 insuranceThe $ expedited card fee has been waived and the card was delivered on October 16, Tracking number 1Z55Xis available to view on UPS website.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint See, you taking an advtange of my money and I have already spoken to the merchant and they said it's has to be the Rushcard that can take care of and I'm not gonna play games with you! Enough and you have my [redacted] that I sent and there is no reason for you to take all my money that I didn't authorization at all and you just lost a customer Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 18, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] ***To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] on October 12, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ***’s complaint states that RushCard held his funds from a gas station transaction [redacted] also stated that the representatives were very disrespectful when contacting the RushCard call center and advised that proper verification needs to be validatedPer response, On October 8, 2015, a gas hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction was canceled and needed to be released [redacted] was advised by the representative that the gas hold is unable to be released sooner than the expiration date, October 18, Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be released [redacted] received his funds on the expiration date, October 18, We appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused Corporate Customer Service
January 5, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account [redacted] also stated that she would like to be refunded $back to her account Pre previous response, On December 2, 2015, an unauthorized transaction in the amount of $from [redacted] was made on [redacted] accountPrior to the allegedly unauthorized transaction, [redacted] account balance was $On December 19, 2015, a partial credit of $was issued to [redacted] RushCard accountOn December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transactionDispute process takes forty-five to ninety days to investigate and respond to customerRushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
January 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] * [redacted] Complaint number: [redacted] Complaint *ate: January 24, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $ [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, which at that time the provisional credit was remove [redacted] from the cardholders account [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, Sincerely, RushCard Corporate Customer Service
March 28, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] [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 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 We appreciate [redacted] feedback and hope to provide a better understanding on the authorization process Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint This still does not solve my situationI had late fees assessed and my account balance email was incorrect If the system is so called up and running then why there is consumers still having issues going on the third week A fee holiday does not and will not resolve the issue Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** 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
March 2, 2017VIA ONLINE SUBMISSION:Revdex.com® E 4th, STE 600Cincinnati Ohio 45202Re: 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 2, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that a transaction was withdrawn from her account that she did not authorize [redacted] also states she contacted RushCard customer service and was given the runaround with no assistanceOn March 2, 2017, a corporate customer service specialist contacted [redacted] regarding the transaction for $and $from [redacted] The transactions settled on March 1, [redacted] was advised that she would need to file a dispute for the transactions if she did not agree with the debit from her account [redacted] was advised of the disputes process to file a claimWe appreciate [redacted] feedback Sincerely,RushCard Customer Service
January 20, 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 January 12, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she is deprived access to the funds in her RushCard account [redacted] also stated that she attempted to retrieve the funds from her RushCard accountOn October 22, 2015, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $that was made on her RushCard accountPer RushCard Cardholder Agreement, the dispute process can take up to to days to investigate the claimOn December 18, 2015, the unauthorized transaction dispute was found in [redacted] favor and a final credit of $was issued to her accountA final letter has been sent to the address on the account notifying [redacted] of the resolutionThe unauthorized transaction dispute has been closed, and as such we consider this matter resolved [redacted] was having difficulties with using her card due to the card never being activatedOn January 19, 2016, [redacted] card was manually activated for her and she will need to reset her pin number via the pin line at ###-###-####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
November 25, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] on November 8, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint states that RushCard holding her funds from a gas station transaction [redacted] also stated that she would like for the funds to be released back to her RushCard accountPer response, On October 23, 2015, a gas hold transaction for the amount of $was made on Ms [redacted] ’s accountOn October 26, 2015, [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that her request will be escalated to the corporate officeGas holds are unable to be released sooner than the expiration datePer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be releasedWe appreciate [redacted] ’s feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on October 12, and any applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your card
November 12, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, 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 [redacted] has access to his 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/There is no records showing [redacted] is missing funds from is 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
December 28, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 25, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she was locked out of her online account and was having issues contacting RushCard customer service [redacted] also states that she is missing $from her account [redacted] account history indicate she has successfully been using the card without any interruptions at the time when the conversion took place October 12, [redacted] will need to go through the proper steps to unlock her online account by resetting her password by selecting “forgot password” [redacted] will need to verify the correct password is being used and make sure she is using [redacted] to access the website If it is a Mobile App please uninstall and reinstall and clear cache/cookiesThere is not enough information provided in regards to the $missing from [redacted] accountAccording to [redacted] account activity matches the balance on the accountWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 In [redacted] complaint he stated his RushCard was used without his authorizationHe said he received a letter stating no error occurredHe is requesting for the funds to be returned back into his account Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,with [redacted] , on four different transactions, posted between October 2nd, to January 1st, He claimed he has [redacted] and did not make the chargesOn January 16, [redacted] claim was denied due to no error foundThe disputed transactions were made on three different cards [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes ManagerHe claimed he never received the cards in the mail Regards, RushCard Corporate Customer Service
I attached document to support addition late fees on the account is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as wellI have contact each and requested documentation of the decline in payment on the accountsThe documentation is on the previous request stating this is not sufficient
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 Not only was I inconvenienced in not being able to access my money for days on Thursday, October 22nd I contacted RUSHCARD member services to advise that there is $missing from my account ending in [redacted] due the glitch in their system from Oct 12th to Oct 22ndRepresentatives by the name of Jessica and Dan advised that a tracking/tracing request has been submitted and funds will be credited to my account within 1-business daysToday being the 3rd business day a credit does not appear to be posted to my account I request the executive office of UniRush or someone in their line of business contact me as soon as possible Regards, [redacted] ***
I filed a dispute about a transaction on my acct that I did not authorize I was told I'd get a expedited provisional credit within 10dys of me faxing the a affidavit this all started 6/6/it is now 6/27/I've been on hold for a hour and a half I've filed complaints I've done everything they asked of me & still haven't got a credit back to my card I was told my paperwork was incomplete I refaced it that same day & still haven't got a credit back to my card not have I been able to get in contact with someone today (6-27-16) about the credit to my acct this has been a extreme inconvenience for me it's unfair & unexceptable service from Rush card I've filed a complaint with the Revdex.com before now & still haven't got help a response no nothing I just want my credit like I was told multiple times by people who said they were supervisorsDesired Outcome: I want my money placed back on my card This is my 3rd complaint I've been trying to dispute a transaction on my acct with Rush card I was told by multiple people I'd get a expedited refund this issue started June 6th I've done everything I was told to do after being on hold for 2hrs 18mims 28sec I was told I wouldn't get a provisional credit because my papers were not submitted in a timely fashion I've been calling every couple days trying to get help with my expedited refund only to be told today that I was given miss information and it was too late I had til the 20th of June to submit papers I was told I had til the 23rd I sent them my papers by the 9th no one called to say my papers were incomplete I was told to call the 23rd I did I was told my papers needed to b redone I did it & sent them right back only to be told today I couldn't get the provisional after it was already approved on the 6th which is the day I filed the dispute this is unfair business & unexceptable they refuse to help me even tho I did wht I was suppose to do on time I'm tired of getting the run around I just want my money that was taken off my card I just want the expedited refund I was told I was approved forProblem: ive been going back and forth with rush card about a unauthorized transaction on my acct I was told I was approved for a expedited refund of the money that was charged to my card without my consent ive been writing letters to the po box that is listed as the mailing address this is my 4th complaint to the Revdex.com iv called rush card multiple times one time I was placed on hold for over 2hrs which is ridiculous this transaction was june 6,ive been calling rush card almost everyday asking for a supervisor who then in turn says they cant help me I did everything I was told to do the supervisor acknowledges I did everything I was told and still refuses to give me the expedited credit I was told I would get I was continue to write letters and file a complaint everyday til I get back the money that was fraudulently charged to my acct no one other than me has access to my card or was authorized to make charges on my card today is now june 28,and im still fighting for my credit Desired Outcome: refund of the money that was charged to my card without my permission
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 insuranceThe $ expedited card fee has been waived and the card was delivered on October 16, Tracking number 1Z55Xis available to view on UPS website.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint See, you taking an advtange of my money and I have already spoken to the merchant and they said it's has to be the Rushcard that can take care of and I'm not gonna play games with you! Enough and you have my [redacted] that I sent and there is no reason for you to take all my money that I didn't authorization at all and you just lost a customer Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 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 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
the company corrected the problemthank you the company corrected the problemthank you
November 18, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] ***To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] on October 12, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ***’s complaint states that RushCard held his funds from a gas station transaction [redacted] also stated that the representatives were very disrespectful when contacting the RushCard call center and advised that proper verification needs to be validatedPer response, On October 8, 2015, a gas hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction was canceled and needed to be released [redacted] was advised by the representative that the gas hold is unable to be released sooner than the expiration date, October 18, Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be released [redacted] received his funds on the expiration date, October 18, We appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused Corporate Customer Service
January 5, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account [redacted] also stated that she would like to be refunded $back to her account Pre previous response, On December 2, 2015, an unauthorized transaction in the amount of $from [redacted] was made on [redacted] accountPrior to the allegedly unauthorized transaction, [redacted] account balance was $On December 19, 2015, a partial credit of $was issued to [redacted] RushCard accountOn December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transactionDispute process takes forty-five to ninety days to investigate and respond to customerRushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
January 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] * [redacted] Complaint number: [redacted] Complaint *ate: January 24, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $ [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, which at that time the provisional credit was remove [redacted] from the cardholders account [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, Sincerely, RushCard Corporate Customer Service
March 28, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] [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 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 We appreciate [redacted] feedback and hope to provide a better understanding on the authorization process Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint This still does not solve my situationI had late fees assessed and my account balance email was incorrect If the system is so called up and running then why there is consumers still having issues going on the third week A fee holiday does not and will not resolve the issue Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** 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