November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 26, 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 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 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 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
UniRush has provided [redacted] with information regarding her dispute claim [redacted] has a spending pattern with the merchant in question prior to the disputed transactions and after the card was replaced [redacted] is claiming the card was lost at the [redacted] airport in [redacted] , [redacted] therefore it is not a normally pattern of an individual who found a lost card to fraudulently use the cardholders card in the location of residency along with the same merchants UniRush is requesting for the Revdex.com claim to be closed as the cardholder has been provided the required information on a closed claim
August 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 15, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard is holding $of his social security funds [redacted] also states he would like a replacement card and access to his funds Our records indicate that on June 20, [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of date all documentation was not received On August 16, [redacted] RushCard was permanently closed and the remaining funds on the account were returned to the Social Security Administration On August 25, 20/17, a RushCard corporate specialist contacted [redacted] to advise him of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
Hi ***, The last rebuttal we received from this customer, I explained the reason why the credit went on that card when I spoke to her on September 14. This information was also included in the second rebuttal. The customer has stated the same thing in her third rebuttal. We have no new information to provide. Thanking you in advance. UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comKathy R., Customer Service SpecialistDirect: ###-###-#### Option 1Fax: ###-###-#### [redacted]
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 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 [redacted] have access to her funds and account informationAdditionally, a $courtesy credit was issued to [redacted] RushCard account on October 28, We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintI am getting about tired of Rush Card to scam and steal my funds that my employer had depositedI sent in a copy of my drivers license, a letter from [redacted] State DOL stating that being I have a Class A CDL license it is against the At Home Safety Act against Terrorism to send my drivers license over mail, fax or email, copy of my social security card and a copy of my [redacted] cable billThis company still refuses to close this account and send me my funds so they can continue to steal my money that my employer had deposited in my account Regards, [redacted]
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 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 previous response, [redacted] has access to her funds and account information. On October 26, 2015, [redacted] direct deposit was received and posted to her RushCard account. Attached to the complaint response is a screenshot of the direct deposit that posted to [redacted] account. The $20.00 courtesy credit was provided to [redacted] account for the inconvenience of the conversion. [redacted] received her direct deposit on the effective date. No other credits will be provided to [redacted] account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
Febuary 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com Complaint date: February 2, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she had unauthorized funds come from the merchant [redacted] for two transactions of $and $ Additionally, [redacted] had the card replaced due to the compromise [redacted] though requested a [redacted] request for to be done through [redacted] *** [redacted] also comes to the point that she requested the [redacted] several times through February 2nd and 6th to get more ideas On February 4th and 6th, we attempted to contact out to [redacted] to determine more info about doing a [redacted] request and Ms [redacted] was not available at ###-###-#### February 6th upon checking on the customer’s account again to do a [redacted] request [redacted] had already moved her funds The secondary complaint issue about the ability for someone to take funds from an account The only way a merchant can take funds and do a purchase is for them to receive the card information that Rush Card has provided to [redacted] So when transactions are made through the Payment Card Industry with [redacted] information we believe those transactions to be hers, unless [redacted] believed her account to be exposed and contacted Rush card prior we would have no indication that her Personal Card Information we have provided to her was exposed Though [redacted] did contact Rush card and identify the transactions that when she noticed were not hers and is now during a dispute to reclaim those funds We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
The bill payment has been reversed and is just sitting in the blocked accountSince we spoke on June 8, no one has reissued the bill paymentThat means it has taken over a month for me to get my money back that was owed to meWould you please assist in expediting the remaining $in a timely fashion? 7-business days places me almost into a 2nd month, and honestly I can't afford thatPlease help!-***-
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] This is my 4th complaint to the Revdex.com about Rush card I had a unauthorized transaction on my acct for [redacted] this issue begin June 6,some how [redacted] was able to reverse the transaction but I have yet to b contacted by Rush card I written them letters and called multiple times about this issue with no resolution yet I haven't been contacted at all by Rush card via email letter text call nothing [redacted] reversed the transaction on June 28,and I still haven't heard from Rush card in no way form or fashion which is unexceptable customer service I've since cancelled my acct with Rush card and still haven't received anything from them on this matter all I want is the funds that was fraudulently charged to my card it's ridiculous that [redacted] reversed this payment almost a month ago and I still haven't received my funds or and type or correspondence from Rush card Desired Outcome: Refund of funds expeditiously
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 24, We received [redacted] complaint regarding access to her funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards We sincerely apologize and understand [redacted] concern regarding her disputeOn 3/3/ [redacted] filed a dispute for multiple transactions of a total of $that was made on his accountAll RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedI am showing we received the written dispute form back from [redacted] on 3/9/ [redacted] received a letter stating that a credit will be posted to the account on 3/18/but was never appliedAs of 4/22/a credit for $has been applied to [redacted] accountOnce again we sincerely apologize for the inconvenience and the frustration this has 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
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 After speaking with corporate about this matter, I still do not have access to my moneyI called again on 2/20/and the representative stated that the card was delivered to the old address How Is This Possible after I Verified the New Address With Corporate As Well? The Representative Again Stated That They Need To WaitOn Corporate To Update The Address I Told Then That Corporate Supposedly Did Update The Added And They Were Very Nonchalant And Did Not Care That I've Been Going In Circles For A While And That I can't Take Care Of My Family Or Pay My Bills Our Electricity Will Get Cut Off And They Do Not CareI Believe That This Is A Scam I Am Still Without My Money Regards, [redacted] ***
June 9, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on June 2, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard placed a block on her card in relation to an error allegation card to card transfer dispute that was filed by another cardholder [redacted] also stated that the other cardholder cancelled the dispute on May 28, 2015, the same day that it was filed On May 28, an error allegation card to card transfer dispute was filed by a third party [redacted] account received the disputed fundsThe third party disputer contacted RushCard Customer Service and attempted to cancel the dispute the same day, but was notified that she needed to submit the request in writingAs of June 4, the cancellation letter was never received and the dispute team subsequently concluded that an error occurredA total amount of $was debited from [redacted] account [redacted] account was unblocked on June 6, and she was given unrestricted access to her fundsAs such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
July 22, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 16, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint contends that he has not received his payroll direct deposit of $to his RushCard account [redacted] also stated that he is in need of his funds On July 16, 2015, [redacted] contacted RushCard to check the status of his expected payroll direct deposit and was advised by Customer Service Representatives that we had not received itRushCard apologizes for the inconvenience that [redacted] experienced when trying to contact our customer service centersThe direct deposit in question was received and not automatically posted to [redacted] ’ account due to invalid account informationThe direct deposit was made available to [redacted] ’s account on July 17, A RushCard Customer Service Specialist attempted to contact [redacted] to advise him to update his direct deposit ID number and his routing number with the remitter We appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this has caused 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 I have not receive anything yet from the company still waiting Regards, [redacted]
Revdex.com:I have not heard anything from unirushI sent several request and called numerous times and just keep getting the run-aroundI requested documents if any was obtain from the merchants and nothingI was told they didn't investigate with the merchant they just assumed since I previously made purchase with the merchants in other states that the claims for [redacted] will not be refundedAs mentioned before unirush did not investigate my fraud chargesThey do not want to refund my money as a consumer who should be protected under the fdic lawsUnirush is making assumptionsMy card along with other credit cards were stolen the cery same dayI am asking the Revdex.com to order unirush to provide all documents use for this investigation and to credit my accountThank you 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] ***
March 3, VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 24, To Whom It May Concern: This letter is in response to the consumer complaint referenced above # [redacted] UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her RushCard was declined when attempting to process a transaction [redacted] also stated that her direct deposit funds were not available on her account to process the transaction On February 24, at 3:57p.m., RushCard received and posted her SSI deposit to [redacted] ’s account with the effective date of March 1, [redacted] started to process a transaction at 3:26pm which lead to a declined transaction due to insufficient funds As of March 3, RushCard can confirm [redacted] has access to her funds We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Satoyra H RushCard Corporate Customer Service
March 31, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 30, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states she tried to purchase a swim suit in the amount of $and was charged twice on her RushCard account, even though the transactions were denied for incorrect zip code [redacted] also stated that she contacted RushCard customer service to advise that merchant had canceled the transaction [redacted] is stating that RushCard is refusing to release her funds back to the account [redacted] is requesting refunded to her account On March 22, 2017, [redacted] contacted RushCard customer service regarding her double chargeAn agent advised her to contact the merchant to resolve this [redacted] contact customer service again on March and an agent on a way with the merchant, advised we would need a faxed letter from the merchant to release the transaction On March 31, a RushCard corporate representative attempted to contact [redacted] to advise that the funds have been released back to her accountHowever, the merchant can still force the charges to her accountA callback number was left for [redacted] to call us back, the voicemail was full We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 26, 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 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 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 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
UniRush has provided [redacted] with information regarding her dispute claim [redacted] has a spending pattern with the merchant in question prior to the disputed transactions and after the card was replaced [redacted] is claiming the card was lost at the [redacted] airport in [redacted] , [redacted] therefore it is not a normally pattern of an individual who found a lost card to fraudulently use the cardholders card in the location of residency along with the same merchants UniRush is requesting for the Revdex.com claim to be closed as the cardholder has been provided the required information on a closed claim
August 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 15, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard is holding $of his social security funds [redacted] also states he would like a replacement card and access to his funds Our records indicate that on June 20, [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of date all documentation was not received On August 16, [redacted] RushCard was permanently closed and the remaining funds on the account were returned to the Social Security Administration On August 25, 20/17, a RushCard corporate specialist contacted [redacted] to advise him of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
Hi ***, The last rebuttal we received from this customer, I explained the reason why the credit went on that card when I spoke to her on September 14. This information was also included in the second rebuttal. The customer has stated the same thing in her third rebuttal. We have no new information to provide. Thanking you in advance. UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comKathy R., Customer Service SpecialistDirect: ###-###-#### Option 1Fax: ###-###-#### [redacted]
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 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 [redacted] have access to her funds and account informationAdditionally, a $courtesy credit was issued to [redacted] RushCard account on October 28, We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintI am getting about tired of Rush Card to scam and steal my funds that my employer had depositedI sent in a copy of my drivers license, a letter from [redacted] State DOL stating that being I have a Class A CDL license it is against the At Home Safety Act against Terrorism to send my drivers license over mail, fax or email, copy of my social security card and a copy of my [redacted] cable billThis company still refuses to close this account and send me my funds so they can continue to steal my money that my employer had deposited in my account Regards, [redacted]
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 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 previous response, [redacted] has access to her funds and account information. On October 26, 2015, [redacted] direct deposit was received and posted to her RushCard account. Attached to the complaint response is a screenshot of the direct deposit that posted to [redacted] account. The $20.00 courtesy credit was provided to [redacted] account for the inconvenience of the conversion. [redacted] received her direct deposit on the effective date. No other credits will be provided to [redacted] account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
Febuary 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com Complaint date: February 2, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she had unauthorized funds come from the merchant [redacted] for two transactions of $and $ Additionally, [redacted] had the card replaced due to the compromise [redacted] though requested a [redacted] request for to be done through [redacted] *** [redacted] also comes to the point that she requested the [redacted] several times through February 2nd and 6th to get more ideas On February 4th and 6th, we attempted to contact out to [redacted] to determine more info about doing a [redacted] request and Ms [redacted] was not available at ###-###-#### February 6th upon checking on the customer’s account again to do a [redacted] request [redacted] had already moved her funds The secondary complaint issue about the ability for someone to take funds from an account The only way a merchant can take funds and do a purchase is for them to receive the card information that Rush Card has provided to [redacted] So when transactions are made through the Payment Card Industry with [redacted] information we believe those transactions to be hers, unless [redacted] believed her account to be exposed and contacted Rush card prior we would have no indication that her Personal Card Information we have provided to her was exposed Though [redacted] did contact Rush card and identify the transactions that when she noticed were not hers and is now during a dispute to reclaim those funds We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
The bill payment has been reversed and is just sitting in the blocked accountSince we spoke on June 8, no one has reissued the bill paymentThat means it has taken over a month for me to get my money back that was owed to meWould you please assist in expediting the remaining $in a timely fashion? 7-business days places me almost into a 2nd month, and honestly I can't afford thatPlease help!-***-
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] This is my 4th complaint to the Revdex.com about Rush card I had a unauthorized transaction on my acct for [redacted] this issue begin June 6,some how [redacted] was able to reverse the transaction but I have yet to b contacted by Rush card I written them letters and called multiple times about this issue with no resolution yet I haven't been contacted at all by Rush card via email letter text call nothing [redacted] reversed the transaction on June 28,and I still haven't heard from Rush card in no way form or fashion which is unexceptable customer service I've since cancelled my acct with Rush card and still haven't received anything from them on this matter all I want is the funds that was fraudulently charged to my card it's ridiculous that [redacted] reversed this payment almost a month ago and I still haven't received my funds or and type or correspondence from Rush card Desired Outcome: Refund of funds expeditiously
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 24, We received [redacted] complaint regarding access to her funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards We sincerely apologize and understand [redacted] concern regarding her disputeOn 3/3/ [redacted] filed a dispute for multiple transactions of a total of $that was made on his accountAll RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedI am showing we received the written dispute form back from [redacted] on 3/9/ [redacted] received a letter stating that a credit will be posted to the account on 3/18/but was never appliedAs of 4/22/a credit for $has been applied to [redacted] accountOnce again we sincerely apologize for the inconvenience and the frustration this has 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
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 After speaking with corporate about this matter, I still do not have access to my moneyI called again on 2/20/and the representative stated that the card was delivered to the old address How Is This Possible after I Verified the New Address With Corporate As Well? The Representative Again Stated That They Need To WaitOn Corporate To Update The Address I Told Then That Corporate Supposedly Did Update The Added And They Were Very Nonchalant And Did Not Care That I've Been Going In Circles For A While And That I can't Take Care Of My Family Or Pay My Bills Our Electricity Will Get Cut Off And They Do Not CareI Believe That This Is A Scam I Am Still Without My Money Regards, [redacted] ***
June 9, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on June 2, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard placed a block on her card in relation to an error allegation card to card transfer dispute that was filed by another cardholder [redacted] also stated that the other cardholder cancelled the dispute on May 28, 2015, the same day that it was filed On May 28, an error allegation card to card transfer dispute was filed by a third party [redacted] account received the disputed fundsThe third party disputer contacted RushCard Customer Service and attempted to cancel the dispute the same day, but was notified that she needed to submit the request in writingAs of June 4, the cancellation letter was never received and the dispute team subsequently concluded that an error occurredA total amount of $was debited from [redacted] account [redacted] account was unblocked on June 6, and she was given unrestricted access to her fundsAs such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
Rush card still has not contacted me
July 22, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 16, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint contends that he has not received his payroll direct deposit of $to his RushCard account [redacted] also stated that he is in need of his funds On July 16, 2015, [redacted] contacted RushCard to check the status of his expected payroll direct deposit and was advised by Customer Service Representatives that we had not received itRushCard apologizes for the inconvenience that [redacted] experienced when trying to contact our customer service centersThe direct deposit in question was received and not automatically posted to [redacted] ’ account due to invalid account informationThe direct deposit was made available to [redacted] ’s account on July 17, A RushCard Customer Service Specialist attempted to contact [redacted] to advise him to update his direct deposit ID number and his routing number with the remitter We appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this has caused 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 I have not receive anything yet from the company still waiting Regards, [redacted]
Revdex.com:I have not heard anything from unirushI sent several request and called numerous times and just keep getting the run-aroundI requested documents if any was obtain from the merchants and nothingI was told they didn't investigate with the merchant they just assumed since I previously made purchase with the merchants in other states that the claims for [redacted] will not be refundedAs mentioned before unirush did not investigate my fraud chargesThey do not want to refund my money as a consumer who should be protected under the fdic lawsUnirush is making assumptionsMy card along with other credit cards were stolen the cery same dayI am asking the Revdex.com to order unirush to provide all documents use for this investigation and to credit my accountThank you 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] ***
March 3, VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 24, To Whom It May Concern: This letter is in response to the consumer complaint referenced above # [redacted] UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her RushCard was declined when attempting to process a transaction [redacted] also stated that her direct deposit funds were not available on her account to process the transaction On February 24, at 3:57p.m., RushCard received and posted her SSI deposit to [redacted] ’s account with the effective date of March 1, [redacted] started to process a transaction at 3:26pm which lead to a declined transaction due to insufficient funds As of March 3, RushCard can confirm [redacted] has access to her funds We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Satoyra H RushCard Corporate Customer Service
March 31, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 30, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states she tried to purchase a swim suit in the amount of $and was charged twice on her RushCard account, even though the transactions were denied for incorrect zip code [redacted] also stated that she contacted RushCard customer service to advise that merchant had canceled the transaction [redacted] is stating that RushCard is refusing to release her funds back to the account [redacted] is requesting refunded to her account On March 22, 2017, [redacted] contacted RushCard customer service regarding her double chargeAn agent advised her to contact the merchant to resolve this [redacted] contact customer service again on March and an agent on a way with the merchant, advised we would need a faxed letter from the merchant to release the transaction On March 31, a RushCard corporate representative attempted to contact [redacted] to advise that the funds have been released back to her accountHowever, the merchant can still force the charges to her accountA callback number was left for [redacted] to call us back, the voicemail was full We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service