Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] - THE EVIDENCE SHOW THIS MONEY WAS TAKEN OUT OF MY ACCOUNT, ALSO THAT THIS LADY DIDN'T CALL [redacted] OR ***WHY THEY ARE STILL IN DENIAL I DON'T KNOW WHAT MORE I CAN DO., IAM SO SICK & TIRED OF THE EXCUSE'S AND THEY HAVE OVER A HUNDRED I WILL NOT GIVE THEM MY MONEY
October 22, 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 September 11, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources Per the rebuttal [redacted] sent on October 13, stating he still has not gotten the difference in his balance owed of $ On October 22, a Corporate Customer Service Specialist contacted [redacted] to advise him his express cash in the amount of $was sent and provided [redacted] with the details to pick up his funds We apologize for the delay in resolving [redacted] concern We appreciate [redacted] situation and understand the stress identity theft can cause Sincerely, Kathy RCorporate Customer Service
December 3, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: November 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 informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceOn October 12, 2015, [redacted] attempted to process a card to card transfer in the amount of $from card number ending in [redacted] to ***The card to card transfer failed and the funds were not deducted from [redacted] ’ RushCard accountAttached to the complaint response is a screenshot of the failed transferWe 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
August 16th , 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 19th, 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 On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $ [redacted] stated she is not satisfied with the service she received from [redacted] [redacted] said the training she paid for was not good and would like her funds backOn August 05th, 2016, [redacted] claim was denied UniRush used resources through [redacted] in an attempt to recover the funds for [redacted] The merchant, [redacted] , provided documents to UniRush, it states [redacted] , a student of theirs completed the course and because she did, she was able to obtain her certificate of completion [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard accountRegards,RushCard Corporate Customer Service
July 23, VIA ONLINE SUBMISSION: Better Business Bureau® 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 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 states that RushCard blocked her account without receiving any notification [redacted] also stated that she needed access to her funds at the time of making transactions On July 7, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her accountA Corporate Risk Analyst attempted to contact [redacted] and a SMS message was sent to the mobile number on the accountRushCard required that [redacted] would need to replace her RushCard On July 16, 2015, [redacted] contacted RushCard customer serviceA replacement card was issued via expedited delivery to the address on the account with waiving the $fee [redacted] has received her replacement card and has unrestricted access to her funds We look forward to serving [redacted] ***’s financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree T Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 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 incorrectAt this time, our system is up and running and cardholders have access to their funds and account informationOn October 20, 2015, three card to card transfers were made on [redacted] RushCard account to a third party’s RushCard account Due to security purposes, RushCard employees do not have access or authority to process card to card transfers on a customer’s behalfOn October 30, 2015, [redacted] contact RushCard customer service and was advise that he can file a card to card transfer dispute for further investigation [redacted] refused to file a dispute regarding the unauthorized card to card transfersWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 17, 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 find that this resolution is satisfactory to me The company called me and resolved the matterThank you for your help Regards, [redacted]
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properlyOn October 13, a replacement card was issued via regular delivery to the address on the account [redacted] has made transactions from October 16th to November 1st, on her RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
January 11, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 10, 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 she has not received the $for the Refer a Friend program [redacted] also states that she would like the money that is owed from the refer a friend promotion On January 10, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] regarding the Refer a friend program [redacted] has been advised that the Refer a Friend Program can take up to days to payout if eligible In addition, on January 11, we have sent this information via email to [redacted] We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Documents have already been sent over to rush card multiple times by me and [redacted] and also documents showing [redacted] approved refund so this back and forth is redundant and I need my refund released immediatelyRevdex.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]
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 Just because my account is closed does not mean that Rushcard will not be held accountable for giving me, the consumer infoI will also take a check in the amount of $80.46, which I believe is still owed to me! I have been a consumer for well over years, and this is how Rushcard has shown their appreciation, by not admitting to their errors, and rectifying the situation! Again, thanks for closing my account, I will be waiting on the rest of my money via US postal mail Regards, [redacted]
January 10, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste 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 December 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protec***g customer identities and resources [redacted] complaint contends that she did a cash load to onto her RushCard account for $via [redacted] someone sent herOn December 20, [redacted] is reques***g her funds of $be put back on her account Our records indicate that the funds are no longer available for the [redacted] As stated in previous response [redacted] will need to resolve this with the person that provided her with the [redacted] We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
August 28, 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 August 22, 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 would not release an authorization hold that was made on August 6, in the amount of $ On August 6, RushCard received an authorization hold on [redacted] RushCard account ending in [redacted] for $ On August 21, 2015, [redacted] advised RushCard customer service that the hold need to be placed back onto her RushCard account [redacted] was instructed to send a Merchant Hold Release Letter to validate and release the pending holdOn August 21, 2015, the merchant began submitting the merchant hold release lettersRushCard customer service received invalid merchant hold release letters and [redacted] was asked to send a valid letter with the correct amount of the hold providedOn August 28, a RushCard Corporate Customer Service Specialist contacted the merchant and was able to validate and release the holdAn outreach was made to [redacted] to advise that the hold had been released and funds were available We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
January 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 28, To Whom It May Concern: This letter is in response to the consumer complaint number 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 her balance was showing only cent as of 12/21/However, online it was showing her correct balance of $ [redacted] said she contacted customer service several times and was told her issue was escalated to corporate [redacted] is requesting that someone from corporate contact her and explain why her balance was showing an incorrect amount Our record indicate that [redacted] contacted customer service and spoke to an agent regarding a refund, stating her funds were missingA transaction from [redacted] showed pending for !27.19, part of which ($64.42) [redacted] said was cancelledWhen this occurs, it can take up to days for the refund to post to the accountOur records indicate that [redacted] balance was corrected on 12/22/However, [redacted] states that her balance was not available until 1/2/A corporate resolution specialist contacted [redacted] on 1/3/and advised her of this information [redacted] indicated she had screen shots showing her balance showed cent [redacted] emailed the screen shot to usAfter reviewing this information, as a courtesy a $credit was applied to her account [redacted] indicated that this was not satisfactory and that she would be taking her concern furtherRushCard considers this issue resolved We appreciate [redacted] feedback We apologize for any inconvenience 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 still have not recieved all of my money back on my accountI even had to get a new card 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 The Rush card company is still not accepting responsibility I did have my card in my possession However on June I called the Rush card company to check the balance in my account I was informed that my Social Security Check was deposited into my account The next thing I knew was my money was goneSomeone that I do not know, maybe someone at the Rush card company who has access to my personal information sa fraudulent account I am not the only person to go through this with this company Regards, [redacted] ***
March 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 11, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she recently noticed extra fees coming out of her RushCard account [redacted] also states that the Pay as You Go Plan indicates in the policy that the plan would be capped at $ [redacted] would like the extra fees refunded back to her RushCard account RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementThe pay-as-yplan has increased the maximum transaction fees to $per monthTo avoid paying transaction fees, you can elect to switch over to the Unlimited PlanThis plan is $per month (or $per month if you are signed up for direct deposit) and offers unlimited signature and PIN purchases [redacted] can get further details and sign up to change plans by logging into her online account and selecting “MY PLAN.” On 3/13/18, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard
April 5, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from Stephanie Neal on April 5, 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 processed a bill payment on March 13, in the amount of $ [redacted] indicates she received an email stating her bill payment was not processed We have researched [redacted] account and records and have been able to validate her claim that the bill payment initiated on March 13, in the amount of $was indeed deducted from her available balance and was not processedWe have processed a refund to [redacted] RushCard account in the amount of $on April 5, We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused 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 complaintNOMy Funds are supposed to be protected and they aren't I've explained multiple times what happened [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] - THE EVIDENCE SHOW THIS MONEY WAS TAKEN OUT OF MY ACCOUNT, ALSO THAT THIS LADY DIDN'T CALL [redacted] OR ***WHY THEY ARE STILL IN DENIAL I DON'T KNOW WHAT MORE I CAN DO., IAM SO SICK & TIRED OF THE EXCUSE'S AND THEY HAVE OVER A HUNDRED I WILL NOT GIVE THEM MY MONEY
October 22, 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 September 11, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources Per the rebuttal [redacted] sent on October 13, stating he still has not gotten the difference in his balance owed of $ On October 22, a Corporate Customer Service Specialist contacted [redacted] to advise him his express cash in the amount of $was sent and provided [redacted] with the details to pick up his funds We apologize for the delay in resolving [redacted] concern We appreciate [redacted] situation and understand the stress identity theft can cause Sincerely, Kathy RCorporate Customer Service
December 3, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: November 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 informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceOn October 12, 2015, [redacted] attempted to process a card to card transfer in the amount of $from card number ending in [redacted] to ***The card to card transfer failed and the funds were not deducted from [redacted] ’ RushCard accountAttached to the complaint response is a screenshot of the failed transferWe 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
August 16th , 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 19th, 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 On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $ [redacted] stated she is not satisfied with the service she received from [redacted] [redacted] said the training she paid for was not good and would like her funds backOn August 05th, 2016, [redacted] claim was denied UniRush used resources through [redacted] in an attempt to recover the funds for [redacted] The merchant, [redacted] , provided documents to UniRush, it states [redacted] , a student of theirs completed the course and because she did, she was able to obtain her certificate of completion [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard accountRegards,RushCard Corporate Customer Service
July 23, VIA ONLINE SUBMISSION: Better Business Bureau® 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 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 states that RushCard blocked her account without receiving any notification [redacted] also stated that she needed access to her funds at the time of making transactions On July 7, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her accountA Corporate Risk Analyst attempted to contact [redacted] and a SMS message was sent to the mobile number on the accountRushCard required that [redacted] would need to replace her RushCard On July 16, 2015, [redacted] contacted RushCard customer serviceA replacement card was issued via expedited delivery to the address on the account with waiving the $fee [redacted] has received her replacement card and has unrestricted access to her funds We look forward to serving [redacted] ***’s financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree T Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 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 incorrectAt this time, our system is up and running and cardholders have access to their funds and account informationOn October 20, 2015, three card to card transfers were made on [redacted] RushCard account to a third party’s RushCard account Due to security purposes, RushCard employees do not have access or authority to process card to card transfers on a customer’s behalfOn October 30, 2015, [redacted] contact RushCard customer service and was advise that he can file a card to card transfer dispute for further investigation [redacted] refused to file a dispute regarding the unauthorized card to card transfersWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 17, 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 find that this resolution is satisfactory to me The company called me and resolved the matterThank you for your help Regards, [redacted]
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properlyOn October 13, a replacement card was issued via regular delivery to the address on the account [redacted] has made transactions from October 16th to November 1st, on her RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
January 11, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 10, 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 she has not received the $for the Refer a Friend program [redacted] also states that she would like the money that is owed from the refer a friend promotion On January 10, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] regarding the Refer a friend program [redacted] has been advised that the Refer a Friend Program can take up to days to payout if eligible In addition, on January 11, we have sent this information via email to [redacted] We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Documents have already been sent over to rush card multiple times by me and [redacted] and also documents showing [redacted] approved refund so this back and forth is redundant and I need my refund released immediatelyRevdex.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]
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 Just because my account is closed does not mean that Rushcard will not be held accountable for giving me, the consumer infoI will also take a check in the amount of $80.46, which I believe is still owed to me! I have been a consumer for well over years, and this is how Rushcard has shown their appreciation, by not admitting to their errors, and rectifying the situation! Again, thanks for closing my account, I will be waiting on the rest of my money via US postal mail Regards, [redacted]
January 10, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste 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 December 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protec***g customer identities and resources [redacted] complaint contends that she did a cash load to onto her RushCard account for $via [redacted] someone sent herOn December 20, [redacted] is reques***g her funds of $be put back on her account Our records indicate that the funds are no longer available for the [redacted] As stated in previous response [redacted] will need to resolve this with the person that provided her with the [redacted] We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
August 28, 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 August 22, 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 would not release an authorization hold that was made on August 6, in the amount of $ On August 6, RushCard received an authorization hold on [redacted] RushCard account ending in [redacted] for $ On August 21, 2015, [redacted] advised RushCard customer service that the hold need to be placed back onto her RushCard account [redacted] was instructed to send a Merchant Hold Release Letter to validate and release the pending holdOn August 21, 2015, the merchant began submitting the merchant hold release lettersRushCard customer service received invalid merchant hold release letters and [redacted] was asked to send a valid letter with the correct amount of the hold providedOn August 28, a RushCard Corporate Customer Service Specialist contacted the merchant and was able to validate and release the holdAn outreach was made to [redacted] to advise that the hold had been released and funds were available We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
January 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 28, To Whom It May Concern: This letter is in response to the consumer complaint number 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 her balance was showing only cent as of 12/21/However, online it was showing her correct balance of $ [redacted] said she contacted customer service several times and was told her issue was escalated to corporate [redacted] is requesting that someone from corporate contact her and explain why her balance was showing an incorrect amount Our record indicate that [redacted] contacted customer service and spoke to an agent regarding a refund, stating her funds were missingA transaction from [redacted] showed pending for !27.19, part of which ($64.42) [redacted] said was cancelledWhen this occurs, it can take up to days for the refund to post to the accountOur records indicate that [redacted] balance was corrected on 12/22/However, [redacted] states that her balance was not available until 1/2/A corporate resolution specialist contacted [redacted] on 1/3/and advised her of this information [redacted] indicated she had screen shots showing her balance showed cent [redacted] emailed the screen shot to usAfter reviewing this information, as a courtesy a $credit was applied to her account [redacted] indicated that this was not satisfactory and that she would be taking her concern furtherRushCard considers this issue resolved We appreciate [redacted] feedback We apologize for any inconvenience 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 still have not recieved all of my money back on my accountI even had to get a new card 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 The Rush card company is still not accepting responsibility I did have my card in my possession However on June I called the Rush card company to check the balance in my account I was informed that my Social Security Check was deposited into my account The next thing I knew was my money was goneSomeone that I do not know, maybe someone at the Rush card company who has access to my personal information sa fraudulent account I am not the only person to go through this with this company Regards, [redacted] ***
March 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 11, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she recently noticed extra fees coming out of her RushCard account [redacted] also states that the Pay as You Go Plan indicates in the policy that the plan would be capped at $ [redacted] would like the extra fees refunded back to her RushCard account RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementThe pay-as-yplan has increased the maximum transaction fees to $per monthTo avoid paying transaction fees, you can elect to switch over to the Unlimited PlanThis plan is $per month (or $per month if you are signed up for direct deposit) and offers unlimited signature and PIN purchases [redacted] can get further details and sign up to change plans by logging into her online account and selecting “MY PLAN.” On 3/13/18, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard
April 5, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from Stephanie Neal on April 5, 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 processed a bill payment on March 13, in the amount of $ [redacted] indicates she received an email stating her bill payment was not processed We have researched [redacted] account and records and have been able to validate her claim that the bill payment initiated on March 13, in the amount of $was indeed deducted from her available balance and was not processedWe have processed a refund to [redacted] RushCard account in the amount of $on April 5, We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused 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 complaintNOMy Funds are supposed to be protected and they aren't I've explained multiple times what happened [redacted] ***