July 2, VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati 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] Hunter, on July 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 Brittanica Hunter’s complaint states that she has not received her funds from an error allegation dispute she filed on June 5, in the amount of $ On June 5, [redacted] filed an error allegation dispute regarding a $charge on her account On June 29, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] HunterThe dispute process can take up to days to investigate the claim and as of now there are no updates regarding the outcome of the disputeA Corporate Customer Service Specialist contacted [redacted] and advised her of the status of the investigationOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of the disputeWe appreciate [redacted] feedback and understand the inconvenience disputes can cause We are dedicated to our customer’s security and will provide notification when available Tyree T.Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
February 3, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 31, 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 [redacted] complaint contends that she would like a refund for an authorized transaction in the amount of $that was made on October 29, On October 29, an authorized transaction was made from [redacted] in the amount of $on [redacted] RushCard account On November 2, [redacted] contacted RushCard customer service to file an error allegation dispute On January 29, 2016, [redacted] error allegation dispute was determined to be deniedBased on the disputes department investigation in conclusion, no funds were debited from [redacted] account A letter was sent to [redacted] indicating the resolution of the disputeOn February 3, 2016, a corporate customer service specialist contacted [redacted] to discuss the resolution We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
July 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 8, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard is taking money from his account [redacted] states is missing $and would like it back Our records indicate that on July a RushCard corporate customer service specialist attempted to contact [redacted] *egarding his pending pre authorization holdOn July 6, [redacted] contacted our corporate office and spoke to a customer service specialist that reviewed his transaction historyOn July 26, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to discuss his concerns regarding missing funds We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I did not see anything in regards to the HORRIBLE customer service that I received not only from an agent but from a Supervisor as wellFunny how that part was never addressed Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***
The Revdex.com W Seventh St Suite Cincinnati Ohio Case number: [redacted] May 8, We received [redacted] complaint regarding the bill payment and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience that [redacted] experienced with her blocked account and access in receiving her fundsI am showing on 4/21/that [redacted] account has been permanently closed and a bill payment of $has been issued for the remaining balance [redacted] called into RushCard call center the same day to inquire about the block and was advised that the funds were issued to the address on the accountThe address on the account was [redacted] old address and needed to be changed to her current address to receive the bill payment [redacted] information was updated and a request was sent to Corporate to stop the bill payment and reverse the funds back to the accountThe time frame for a bill payment to be stopped and credited back to the account can take up to 7-bdsThe bill payment was stopped on 5/6/and the funds were reversed back to [redacted] accountI have spoken with [redacted] personally and advised that we can issue her funds sooner by processing express cash and waiving the $ fee [redacted] agreed to receive express cash and we have provided the reference number [redacted] Once again we apologize for [redacted] frustration and the inconvenience this may have caused We appreciate [redacted] feedbackThese 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
October 31, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: February 9, 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 his complaint that RushCard has not credited his direct deposit funds [redacted] also states that he wants his deposit credited to his RushCard account RushCard 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 February 9, a corporate customer service representative contacted [redacted] to advise him of this information [redacted] states that he will contact the remitter of the funds again and provide any trace information to RushCard to try and locate the deposit We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.So are you not going to reverse the payment? Or do I have to go a different routeDirect has already stated they dont do refund and to contact youThat means the ball is in your courtI am tired of going back and forth, its be days now! 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 AGAIN Unirush are fraudters too!!! They have shut down my accountI sent screen shots on my last response back to Revdex.com without my consent! Not to mention they keep responding to Revdex.com complaint with the SAME EXACT statements from my first compliant on April 7, this company still is NOT answering my claim or still has YET to refund my money for frasulaent charges on my card! These charges were NOT made by me nor did I ever received be this "denial letter" it has been almost months in still not a SOLUTION! Where is my refund to my dispute?? Regards, [redacted] ***
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati 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 Revdex.com® (“Revdex.com”) received from [redacted] , on April 13, 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 funds were removed from her account over and above the fees associated with the ATM purchases and monthly card fee [redacted] would like the additional charges explained or credited back to her RushCard accountPer the Cardholder Agreement all fees are stated and includes a detailed description of the feesOn April 14, 2017, a corporate RushCard customer service specialist attempted to contact [redacted] to discuss the fees on the accountWe appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have spoke with both Rushcard as well as [redacted] on multiple occasions and Rushcard is not providing consistent informationFirst, they told me that the case is closed, Now they are saying that they do not know the outcome until May 2ndThis is the FIRST I have heard of thisSecondly, they are stating that when they reached out to [redacted] they were informed that I never cancelled my subscription with them and returned the equipment, which is not correctEverytime I call [redacted] , I get the same answer which is " they have no record of the call in to cancel and that when it was cancelled the last card used on file was charged the final balancewhich if you looked I had not made a payment in months because the service was supposed to be cancelledAlso they have verified that there is no equipment charge because the equipment was free as a part of a promo which is why I have an early termination fee which I was aware of when I called to cancelledEach time I called Rushcard, I have been told different stories and transferred to supervisors that tell me an even different storyIt has gotten to the point to wear I call them on speakerphone with a witness around because the stories from Rushcard changeLast I was told was that this case was closed and that [redacted] has won the charge back and that if I wanted a refund I would have to call [redacted] and get it directly from themI received a bill in the mail from [redacted] saying that the payment was reversed on 3/20/And when I call Rushcard they say that is was a rebuttal and that payment reversal was sent back to [redacted] since Rushcard is siding with [redacted] [redacted] is saying they do not see anything in there system where the payment was process back to the account and that I will need to contact RushcardI was told by Rushcard rep that I was eligible for a temp creditI didnt even know of anything like this until their rep informed me about itLastly, my point to Rushcard is that even if I owed a bill, there was never any authorization from me giving permission to use my cardIt is not Rushcards position to plan Judge and Jury on a matter that they know nothing aboutI have also sent them a copy of the bill where the payment was reversed and they have yet to contact me as they said as well as send me the copy of the final determination as they put it [redacted]
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on November 20, 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 attempted to load a $ [redacted] cash load onto her RushCard account on October 13, [redacted] also stated that on November 17, 2015, that a $card to card transfer was processed to her account by a third party that she never received [redacted] would like for the $ [redacted] cash load and the $card to card transfer to be placed to her RushCard accountOn October 13, 2015, [redacted] attempted to load a $ [redacted] cash load deposit to her account ending in [redacted] On November 4, 2015, [redacted] contacted RushCard Customer Service and advised that the [redacted] cash load deposit was not received on her RushCard account ending in [redacted] On November 18, 2015, a third party processed a card to card transfer in the amount of $but failedThe funds were still deducted from the third party’s RushCard accountOn November 25, 2015, the card to card transfer was reversed back to the sender’s accountAttached to the complaint response is a screenshot of the funds being credited back to the third party’s RushCard accountOn December 9, 2015, the $ [redacted] load was applied to [redacted] RushCard accountWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] Unirush stated to me there fax machine has been d9own for a week now and could not get the form needed this company seems to be telling all kinds of lies and dont take nothing serious at all also the company told me they dont follow none the federal banking comm laws and they are above the law this company di a third party call to the merchant and the merchant auth the holds to be releashed the bank of unirush loves to play games with people money and they dont give you a dime back as per [redacted] and the merchant the one of the transaction was delclined by unirush and that hold could have dropped off in days making it dec 2nd and they chose to hold the amounts after the 3rd or th days as per the federal banking comm these holds should have been put back in my account instead rush card chose to keep the money for days before releashing any money after spweaking with a manager who said after days the money at the time the holds were placed would then the money be releashed however that never happened either it was not till after mid night did the funds releash on the 11th day there is no bank out here who holds people money this long rush card seems to love to break the law and no one seems to be able to touch them bad business if you ask me
October 26, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have enclosed a list of all the fees, transaction date, location of transaction and balance on my account at the time of the transaction This should provide proof of the fees in question Regards, [redacted]
December 9, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 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, as per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeThere was no conflict with the conversion and the charge that was made on [redacted] RushCard account.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 Customer Service
July 2, VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati 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] Hunter, on July 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 Brittanica Hunter’s complaint states that she has not received her funds from an error allegation dispute she filed on June 5, in the amount of $ On June 5, [redacted] filed an error allegation dispute regarding a $charge on her account On June 29, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] HunterThe dispute process can take up to days to investigate the claim and as of now there are no updates regarding the outcome of the disputeA Corporate Customer Service Specialist contacted [redacted] and advised her of the status of the investigationOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of the disputeWe appreciate [redacted] feedback and understand the inconvenience disputes can cause We are dedicated to our customer’s security and will provide notification when available Tyree T.Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
February 3, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 31, 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 [redacted] complaint contends that she would like a refund for an authorized transaction in the amount of $that was made on October 29, On October 29, an authorized transaction was made from [redacted] in the amount of $on [redacted] RushCard account On November 2, [redacted] contacted RushCard customer service to file an error allegation dispute On January 29, 2016, [redacted] error allegation dispute was determined to be deniedBased on the disputes department investigation in conclusion, no funds were debited from [redacted] account A letter was sent to [redacted] indicating the resolution of the disputeOn February 3, 2016, a corporate customer service specialist contacted [redacted] to discuss the resolution We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
July 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 8, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard is taking money from his account [redacted] states is missing $and would like it back Our records indicate that on July a RushCard corporate customer service specialist attempted to contact [redacted] *egarding his pending pre authorization holdOn July 6, [redacted] contacted our corporate office and spoke to a customer service specialist that reviewed his transaction historyOn July 26, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to discuss his concerns regarding missing funds We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I did not see anything in regards to the HORRIBLE customer service that I received not only from an agent but from a Supervisor as wellFunny how that part was never addressed Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***
The Revdex.com W Seventh St Suite Cincinnati Ohio Case number: [redacted] May 8, We received [redacted] complaint regarding the bill payment and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience that [redacted] experienced with her blocked account and access in receiving her fundsI am showing on 4/21/that [redacted] account has been permanently closed and a bill payment of $has been issued for the remaining balance [redacted] called into RushCard call center the same day to inquire about the block and was advised that the funds were issued to the address on the accountThe address on the account was [redacted] old address and needed to be changed to her current address to receive the bill payment [redacted] information was updated and a request was sent to Corporate to stop the bill payment and reverse the funds back to the accountThe time frame for a bill payment to be stopped and credited back to the account can take up to 7-bdsThe bill payment was stopped on 5/6/and the funds were reversed back to [redacted] accountI have spoken with [redacted] personally and advised that we can issue her funds sooner by processing express cash and waiving the $ fee [redacted] agreed to receive express cash and we have provided the reference number [redacted] Once again we apologize for [redacted] frustration and the inconvenience this may have caused We appreciate [redacted] feedbackThese 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
October 31, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: February 9, 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 his complaint that RushCard has not credited his direct deposit funds [redacted] also states that he wants his deposit credited to his RushCard account RushCard 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 February 9, a corporate customer service representative contacted [redacted] to advise him of this information [redacted] states that he will contact the remitter of the funds again and provide any trace information to RushCard to try and locate the deposit We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.So are you not going to reverse the payment? Or do I have to go a different routeDirect has already stated they dont do refund and to contact youThat means the ball is in your courtI am tired of going back and forth, its be days now! 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 AGAIN Unirush are fraudters too!!! They have shut down my accountI sent screen shots on my last response back to Revdex.com without my consent! Not to mention they keep responding to Revdex.com complaint with the SAME EXACT statements from my first compliant on April 7, this company still is NOT answering my claim or still has YET to refund my money for frasulaent charges on my card! These charges were NOT made by me nor did I ever received be this "denial letter" it has been almost months in still not a SOLUTION! Where is my refund to my dispute?? Regards, [redacted] ***
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati 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 Revdex.com® (“Revdex.com”) received from [redacted] , on April 13, 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 funds were removed from her account over and above the fees associated with the ATM purchases and monthly card fee [redacted] would like the additional charges explained or credited back to her RushCard accountPer the Cardholder Agreement all fees are stated and includes a detailed description of the feesOn April 14, 2017, a corporate RushCard customer service specialist attempted to contact [redacted] to discuss the fees on the accountWe appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have spoke with both Rushcard as well as [redacted] on multiple occasions and Rushcard is not providing consistent informationFirst, they told me that the case is closed, Now they are saying that they do not know the outcome until May 2ndThis is the FIRST I have heard of thisSecondly, they are stating that when they reached out to [redacted] they were informed that I never cancelled my subscription with them and returned the equipment, which is not correctEverytime I call [redacted] , I get the same answer which is " they have no record of the call in to cancel and that when it was cancelled the last card used on file was charged the final balancewhich if you looked I had not made a payment in months because the service was supposed to be cancelledAlso they have verified that there is no equipment charge because the equipment was free as a part of a promo which is why I have an early termination fee which I was aware of when I called to cancelledEach time I called Rushcard, I have been told different stories and transferred to supervisors that tell me an even different storyIt has gotten to the point to wear I call them on speakerphone with a witness around because the stories from Rushcard changeLast I was told was that this case was closed and that [redacted] has won the charge back and that if I wanted a refund I would have to call [redacted] and get it directly from themI received a bill in the mail from [redacted] saying that the payment was reversed on 3/20/And when I call Rushcard they say that is was a rebuttal and that payment reversal was sent back to [redacted] since Rushcard is siding with [redacted] [redacted] is saying they do not see anything in there system where the payment was process back to the account and that I will need to contact RushcardI was told by Rushcard rep that I was eligible for a temp creditI didnt even know of anything like this until their rep informed me about itLastly, my point to Rushcard is that even if I owed a bill, there was never any authorization from me giving permission to use my cardIt is not Rushcards position to plan Judge and Jury on a matter that they know nothing aboutI have also sent them a copy of the bill where the payment was reversed and they have yet to contact me as they said as well as send me the copy of the final determination as they put it [redacted]
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on November 20, 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 attempted to load a $ [redacted] cash load onto her RushCard account on October 13, [redacted] also stated that on November 17, 2015, that a $card to card transfer was processed to her account by a third party that she never received [redacted] would like for the $ [redacted] cash load and the $card to card transfer to be placed to her RushCard accountOn October 13, 2015, [redacted] attempted to load a $ [redacted] cash load deposit to her account ending in [redacted] On November 4, 2015, [redacted] contacted RushCard Customer Service and advised that the [redacted] cash load deposit was not received on her RushCard account ending in [redacted] On November 18, 2015, a third party processed a card to card transfer in the amount of $but failedThe funds were still deducted from the third party’s RushCard accountOn November 25, 2015, the card to card transfer was reversed back to the sender’s accountAttached to the complaint response is a screenshot of the funds being credited back to the third party’s RushCard accountOn December 9, 2015, the $ [redacted] load was applied to [redacted] RushCard accountWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] Unirush stated to me there fax machine has been d9own for a week now and could not get the form needed this company seems to be telling all kinds of lies and dont take nothing serious at all also the company told me they dont follow none the federal banking comm laws and they are above the law this company di a third party call to the merchant and the merchant auth the holds to be releashed the bank of unirush loves to play games with people money and they dont give you a dime back as per [redacted] and the merchant the one of the transaction was delclined by unirush and that hold could have dropped off in days making it dec 2nd and they chose to hold the amounts after the 3rd or th days as per the federal banking comm these holds should have been put back in my account instead rush card chose to keep the money for days before releashing any money after spweaking with a manager who said after days the money at the time the holds were placed would then the money be releashed however that never happened either it was not till after mid night did the funds releash on the 11th day there is no bank out here who holds people money this long rush card seems to love to break the law and no one seems to be able to touch them bad business if you ask me
October 26, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have enclosed a list of all the fees, transaction date, location of transaction and balance on my account at the time of the transaction This should provide proof of the fees in question Regards, [redacted]
December 9, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 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, as per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeThere was no conflict with the conversion and the charge that was made on [redacted] RushCard account.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 Customer Service