February 16, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on February 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she has not received her initial RushCard [redacted] states she has gone an entire month without access to her pay [redacted] would like a card delivered to her as soon as possible On January 25, [redacted] applied for a RushCard account The RushCard was processed and mailed to [redacted] The RushCard was sent to the address provided of [redacted] ***, and the timeframe to receive the card was explained to [redacted] as 5-business days On February 6, [redacted] contacted RushCard customer service and stated she did not receive her card and a replacement card was processed The replacement card was shipped on February 7, please allow time to receive the card On February 14,2017, a corporate customer service specialist attempted to contact [redacted] to discuss this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
Revdex.com: My direct deposit is normally on Wednesday before 11:pm I have talked someone at UNIRUSH on the main number The young lady was very niceTold me that UNIRUSH was late posting deposits 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]
December 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, [redacted] received two direct deposits in the amount of $on October 15, and the other on October 17, [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, was debited from the account [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard 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 Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 30, 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 worked around the clock to resolve these problems At this time, our system is up and running and Ms [redacted] have access to her 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 properlyA $credit has been applied to Ms [redacted] ’s account due to the inconvenienceWe 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 While one of the $expediting fees were reversed there was the initial one charged on 11/02/tht has not yet been reversedWhen I spoke to the representative that called me on the morning of 11/07/she had stated she had reversed itNot sure what happened but I only see one of the $fees reversed 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] The disrespect and lack of customer service exhibited by this company's representatives is appalling and alarmingI have been calling since October to resolve issues with my account transaction since the formal dispute processed and am disgusted with the experienceThe Credit Card transaction dispute of $has been resolved and resurned to my accountHowever, prior to this dispute I submitted an ACH Debit of for my housing company [redacted] on October 12thThe funds did not withdraw from my account until October 27thHowever [redacted] already recieved an NSF returned payment fromt hier bank processor in regards to this transactionSubquently, I am being charged this fee and late fees for a payment that was made on timeThe amount nof still has not found its way to the merchant nor back into my account to this day! I have called almost every week only to be transferred, misunderstood, and ultimately hung up on by representatives pretending to place me hold while reviewing the accountSpeaking with a supervisor was equally frustrating as he expressed how notes placed on my account were not being stamped by representaives I spoke withTheres no accountability with this companyAn Error dispute form was sent ot to me via emaol supposedly on Dec 10th and I have yet to receive it, despite the day turn around time expressedI find this to be completely unacceptable and an utter disregard for your customersWhat ever forms or documents that need to be sent to me so that I can submit all proof and reports of this issue needs to be made available to me personally immediately! needs to be returned to my account immediately so that I can make my payment directly and avoid homelessness$NSF charged to me by merchant for returned payment on finds that were clearly in my account, needs to be returned to my account balance imemdiately$late fees charged by merchant due to non reciept of funds as a result of your company's negligence and system errors, also needs to be reimbursedThis issue is very time sensitive now that I have been dealing with it for over monthsI NEED RESOLUTION TO ALL FACTORS PRESENTED WITHIN THE NEXT CALENDAR DAYS by December 30th!
June 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: June 3, 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 stopped payment on check for funds sent from her son’s (Melvin Davis) RushCard account [redacted] also stated that she sent in all the documents requested and she would just like access to the funds On January 19, 2016, a letter was received requesting that power of attorney be given to ( [redacted] )On February 26, a check was sent inadvertently, and a stop payment was placed on the check on February 29, On April 27, 2016, all the required documents were receivedThe documents were reviewed on June 7, 2016, and a check was reissued to the address on filePlease allow 5-business days for receipt of the check We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
On complaint [redacted] stated representative, she spoke to the representative; they told her she would get provisional credit after she sends the form back signedHowever, she did not receive the fundsShe said she had called multiple times and spoke with rude representatives and supervisors and was they placed on a long hold RushCard keeps recorded of every call and action done to an accountWhen [redacted] contacts RushCard on October 16, 2016, to file a dispute, the agent stated to her that she would need sign form or write a statement of her claim in her words and send it back to RushCardNowhere on our record did the agent mentioned anything to [redacted] about provisional creditIn fact, [redacted] claim does not qualify for a provisional credit [redacted] claim is being worked accordingly; RushCard has already initiated chargebacks, and the merchant has up to days to respond [redacted] from RushCard about her claim by January We appreciate [redacted] feedback regarding this matter, she can reach out to us by calling the number on the back of her card if she has any questions about her claim Regards, RushCard Corporate Customer Service
Date Sent: 2/22/12:04:PMFebruary 22, VIA ONLINE SUBMISSION:Revdex.comEFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details [redacted] is wishing for referrals that she had made for [redacted] and her friends on a previous issue The current request is for [redacted] issue is that she has not received her funds even though [redacted] has loaded her account with a Cash load as required by the promotionOn February 10, [redacted] contacted RushCard customer service specialist and advised the agent about not receiving the credit from a [redacted] (acct#: [redacted] ) about the promotional requirements had been fulfilled for the Refer-A Friend promotion We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, and the credit was applied on February We contacted out again to [redacted] on Feb, 22nd to advise and her that when [redacted] and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both [redacted] and her friends accounts the $Refer-A-Friend credit We also left a message for her that this current request for [redacted] the RAF credit has been applied and updated on the account for the request of [redacted] (acct#: [redacted] ) We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has causedRushCard,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 is the same response as last time their last answerI am guessing I am just at a loss with this business 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 This no better than the last message even with the documentation I provided Regards, [redacted] ***
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** [redacted] Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC 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
September 21, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati 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 August 28, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she filed a card to card transfer dispute in the amount of $ [redacted] also stated that her dispute was denied and requested the funds be reversed back to her RushCard accountOn August 28, 2015, [redacted] initiated a card to card transfer in the amount of $ [redacted] ’s account also shows previous transaction history of this card to card transfer We apologize [redacted] was provided with conflicting information, however the card to card transfer dispute was determined that no error occurred Therefore, the card to card dispute was denied and if [redacted] does not agree with the outcome of the dispute a rebuttal letter can be faxed to the disputes department at ###-###-#### We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Satoyra HCorporate 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 complaintAs informed by the bankers association it does not take days for them to reverse this charge They have not contacted [redacted] once in an effort to get this charge reversed??? How do I not qualify for provisional credit on my account? It's money from my SSA monthly payment and I live on a fixed income? By law they have to refund my moneyAt this time I would like to get the media involved, because it seems like that is the only way things get resolved! Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] April 21, We received [redacted] complaint regarding the availability of funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards The direct deposit in question was received by RushCard with a pay date of 4/16/ Since the direct deposit was over our card load limit of $10,additional documentation was required from [redacted] of his driver’s license or state identification card, social security card, and letter from the remitter validating the deposit amount as well as the address on the accountI am showing that we received non-sufficient documents from [redacted] on 4/15/ and 4/16/ [redacted] was advised to send in proper documentation and once received they would be forwarded to the corporate office for reviewThe process of validating documents can take 24-business hours to be reviewed and because of the very large dollar amount additional validation needs to be completed prior to posting the fundsOn 4/17/one of our corporate office specialist contacted [redacted] and advised him of the documents that are needed in order to post the direct deposit to his accountWe provided the corporate fax number and advised [redacted] to send the needed documents directly to our officeDocuments were received and reviewed and the direct deposit was posted to [redacted] account on 4/17/I do assure [redacted] that all calls will be reviewed and the agents involved will receive the appropriate feedback and coaching if necessaryWe sincerely apologize for any inconvenience and frustration this has caused 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
March 31, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: March 30, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint that RushCard has not credited her direct deposit funds [redacted] also states that she wants his deposit credited to his RushCard accountRushCard records indicate that no deposit has posted to date for $to [redacted] accountWhile we are often able to provide access to funds up to two days before the effective date, funds availability is largely based on the source of the direct deposit and the timing of the payer fundingOn March 31, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this informationWe appreciate [redacted] feedback.Regards,RushCard Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I called in after the review of the Load from [redacted] and a Supervisor submitted a request for Funds on February 9thI was told that the monies would be deposited in business days because they seen that I did get previous refer a friends deposits before [redacted] and that was never a reason for them to not release anyI was told I would get my funds on February 14th at 5pm I still haven't received itI would like to get my funds released as promised
December 16, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that he has not gotten the $for applying for a RushCard and activating it [redacted] also states that the promotional information he read does not state a cash load was required [redacted] would like the $applied to his RushCard On December 16, 2016, a RushCard corporate customer service specialist contacted [redacted] and attempted to explain the Refer a friend program [redacted] stated that Customer Service had already advised him about the program and advised that it was a $payout and not $ We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 20, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 16, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on February 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she has not received her initial RushCard [redacted] states she has gone an entire month without access to her pay [redacted] would like a card delivered to her as soon as possible On January 25, [redacted] applied for a RushCard account The RushCard was processed and mailed to [redacted] The RushCard was sent to the address provided of [redacted] ***, and the timeframe to receive the card was explained to [redacted] as 5-business days On February 6, [redacted] contacted RushCard customer service and stated she did not receive her card and a replacement card was processed The replacement card was shipped on February 7, please allow time to receive the card On February 14,2017, a corporate customer service specialist attempted to contact [redacted] to discuss this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
Revdex.com: My direct deposit is normally on Wednesday before 11:pm I have talked someone at UNIRUSH on the main number The young lady was very niceTold me that UNIRUSH was late posting deposits 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]
December 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, [redacted] received two direct deposits in the amount of $on October 15, and the other on October 17, [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, was debited from the account [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard 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 Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 30, 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 worked around the clock to resolve these problems At this time, our system is up and running and Ms [redacted] have access to her 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 properlyA $credit has been applied to Ms [redacted] ’s account due to the inconvenienceWe 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 While one of the $expediting fees were reversed there was the initial one charged on 11/02/tht has not yet been reversedWhen I spoke to the representative that called me on the morning of 11/07/she had stated she had reversed itNot sure what happened but I only see one of the $fees reversed 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] The disrespect and lack of customer service exhibited by this company's representatives is appalling and alarmingI have been calling since October to resolve issues with my account transaction since the formal dispute processed and am disgusted with the experienceThe Credit Card transaction dispute of $has been resolved and resurned to my accountHowever, prior to this dispute I submitted an ACH Debit of for my housing company [redacted] on October 12thThe funds did not withdraw from my account until October 27thHowever [redacted] already recieved an NSF returned payment fromt hier bank processor in regards to this transactionSubquently, I am being charged this fee and late fees for a payment that was made on timeThe amount nof still has not found its way to the merchant nor back into my account to this day! I have called almost every week only to be transferred, misunderstood, and ultimately hung up on by representatives pretending to place me hold while reviewing the accountSpeaking with a supervisor was equally frustrating as he expressed how notes placed on my account were not being stamped by representaives I spoke withTheres no accountability with this companyAn Error dispute form was sent ot to me via emaol supposedly on Dec 10th and I have yet to receive it, despite the day turn around time expressedI find this to be completely unacceptable and an utter disregard for your customersWhat ever forms or documents that need to be sent to me so that I can submit all proof and reports of this issue needs to be made available to me personally immediately! needs to be returned to my account immediately so that I can make my payment directly and avoid homelessness$NSF charged to me by merchant for returned payment on finds that were clearly in my account, needs to be returned to my account balance imemdiately$late fees charged by merchant due to non reciept of funds as a result of your company's negligence and system errors, also needs to be reimbursedThis issue is very time sensitive now that I have been dealing with it for over monthsI NEED RESOLUTION TO ALL FACTORS PRESENTED WITHIN THE NEXT CALENDAR DAYS by December 30th!
June 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: June 3, 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 stopped payment on check for funds sent from her son’s (Melvin Davis) RushCard account [redacted] also stated that she sent in all the documents requested and she would just like access to the funds On January 19, 2016, a letter was received requesting that power of attorney be given to ( [redacted] )On February 26, a check was sent inadvertently, and a stop payment was placed on the check on February 29, On April 27, 2016, all the required documents were receivedThe documents were reviewed on June 7, 2016, and a check was reissued to the address on filePlease allow 5-business days for receipt of the check We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
On complaint [redacted] stated representative, she spoke to the representative; they told her she would get provisional credit after she sends the form back signedHowever, she did not receive the fundsShe said she had called multiple times and spoke with rude representatives and supervisors and was they placed on a long hold RushCard keeps recorded of every call and action done to an accountWhen [redacted] contacts RushCard on October 16, 2016, to file a dispute, the agent stated to her that she would need sign form or write a statement of her claim in her words and send it back to RushCardNowhere on our record did the agent mentioned anything to [redacted] about provisional creditIn fact, [redacted] claim does not qualify for a provisional credit [redacted] claim is being worked accordingly; RushCard has already initiated chargebacks, and the merchant has up to days to respond [redacted] from RushCard about her claim by January We appreciate [redacted] feedback regarding this matter, she can reach out to us by calling the number on the back of her card if she has any questions about her claim Regards, RushCard Corporate Customer Service
Date Sent: 2/22/12:04:PMFebruary 22, VIA ONLINE SUBMISSION:Revdex.comEFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details [redacted] is wishing for referrals that she had made for [redacted] and her friends on a previous issue The current request is for [redacted] issue is that she has not received her funds even though [redacted] has loaded her account with a Cash load as required by the promotionOn February 10, [redacted] contacted RushCard customer service specialist and advised the agent about not receiving the credit from a [redacted] (acct#: [redacted] ) about the promotional requirements had been fulfilled for the Refer-A Friend promotion We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, and the credit was applied on February We contacted out again to [redacted] on Feb, 22nd to advise and her that when [redacted] and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both [redacted] and her friends accounts the $Refer-A-Friend credit We also left a message for her that this current request for [redacted] the RAF credit has been applied and updated on the account for the request of [redacted] (acct#: [redacted] ) We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has causedRushCard,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 is the same response as last time their last answerI am guessing I am just at a loss with this business 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 This no better than the last message even with the documentation I provided Regards, [redacted] ***
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** [redacted] Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC 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
September 21, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati 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 August 28, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she filed a card to card transfer dispute in the amount of $ [redacted] also stated that her dispute was denied and requested the funds be reversed back to her RushCard accountOn August 28, 2015, [redacted] initiated a card to card transfer in the amount of $ [redacted] ’s account also shows previous transaction history of this card to card transfer We apologize [redacted] was provided with conflicting information, however the card to card transfer dispute was determined that no error occurred Therefore, the card to card dispute was denied and if [redacted] does not agree with the outcome of the dispute a rebuttal letter can be faxed to the disputes department at ###-###-#### We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Satoyra HCorporate 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 complaintAs informed by the bankers association it does not take days for them to reverse this charge They have not contacted [redacted] once in an effort to get this charge reversed??? How do I not qualify for provisional credit on my account? It's money from my SSA monthly payment and I live on a fixed income? By law they have to refund my moneyAt this time I would like to get the media involved, because it seems like that is the only way things get resolved! Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] April 21, We received [redacted] complaint regarding the availability of funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards The direct deposit in question was received by RushCard with a pay date of 4/16/ Since the direct deposit was over our card load limit of $10,additional documentation was required from [redacted] of his driver’s license or state identification card, social security card, and letter from the remitter validating the deposit amount as well as the address on the accountI am showing that we received non-sufficient documents from [redacted] on 4/15/ and 4/16/ [redacted] was advised to send in proper documentation and once received they would be forwarded to the corporate office for reviewThe process of validating documents can take 24-business hours to be reviewed and because of the very large dollar amount additional validation needs to be completed prior to posting the fundsOn 4/17/one of our corporate office specialist contacted [redacted] and advised him of the documents that are needed in order to post the direct deposit to his accountWe provided the corporate fax number and advised [redacted] to send the needed documents directly to our officeDocuments were received and reviewed and the direct deposit was posted to [redacted] account on 4/17/I do assure [redacted] that all calls will be reviewed and the agents involved will receive the appropriate feedback and coaching if necessaryWe sincerely apologize for any inconvenience and frustration this has caused 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
March 31, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: March 30, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint that RushCard has not credited her direct deposit funds [redacted] also states that she wants his deposit credited to his RushCard accountRushCard records indicate that no deposit has posted to date for $to [redacted] accountWhile we are often able to provide access to funds up to two days before the effective date, funds availability is largely based on the source of the direct deposit and the timing of the payer fundingOn March 31, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this informationWe appreciate [redacted] feedback.Regards,RushCard Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I called in after the review of the Load from [redacted] and a Supervisor submitted a request for Funds on February 9thI was told that the monies would be deposited in business days because they seen that I did get previous refer a friends deposits before [redacted] and that was never a reason for them to not release anyI was told I would get my funds on February 14th at 5pm I still haven't received itI would like to get my funds released as promised
December 16, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that he has not gotten the $for applying for a RushCard and activating it [redacted] also states that the promotional information he read does not state a cash load was required [redacted] would like the $applied to his RushCard On December 16, 2016, a RushCard corporate customer service specialist contacted [redacted] and attempted to explain the Refer a friend program [redacted] stated that Customer Service had already advised him about the program and advised that it was a $payout and not $ We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 20, 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 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