Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 20, 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 On 2/10/ [redacted] filed a dispute for a transaction of $ from [redacted] that was made on her account All 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 2/13/ [redacted] have spoken with multiple representatives regarding the status of her dispute and was advised that she does not qualify for a provisional credit and will need to allow to days for the dispute team to investigate the claim [redacted] explained to our call center agents that a refund was sent by the merchant on 2/19/and she had not received the credit on her accountAfter further investigation by the dispute team, on 4/21/the credit has been applied to [redacted] account and her claim has been closedA final letter has been sent to [redacted] regarding the outcome of the disputeWe 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
February 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 20, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he is requesting a refunds in the amount of $for a charge from [redacted] Our records indicate [redacted] called in to our service team on February 20, to question the charge from [redacted] At the time of the call the transaction was pending therefore the agent advised [redacted] to file a dispute he would need to callback when the transaction posted to the account Our records show [redacted] has not called back into RushCard to file a dispute on the charge in question A call was placed to [redacted] on February 26, regarding this complaint but we were unable to speak with [redacted] RushCard ask that [redacted] call ###-###-#### to start the dispute process on the charge in question Any further questions or concerns can be sent to [email protected] 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 complaintThis information is false, I have not received any courtesy creditThe $that was credited to my account was MY moneyI attempted to transfer $from my goals account and it never posted, it stayed pending for daysIf you listen to the call when this transaction happened, and also view my accounts, you will see that I have only received what was already mine, nothing extraFurthermore, we were advised that we would not be charged transaction fees after November 1st, and I wasThey credited the fees back to be on 11/11/15, however, they took it right back Regards, [redacted]
February 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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 insurance [redacted] complaint states she did not timely receive a replacement card [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account On December 31, 2015, [redacted] contacted RushCard customer service and requested for an expedited replacement card [redacted] contacted customer service again on January 16, 2016, to request another replacement cardDue to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement cardOn February 2, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mail.On February 17, 2015, due to the conversion RushCard processed a transfer of [redacted] funds to her new account ending in *** [redacted] has received her card and has unrestricted access to her fundsOn February 22, 2016, a customer service specialist attempted to contact [redacted] for a follow upWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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 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 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
April 19, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Case #: [redacted] Consumer: [redacted] Complaint Date: April 13, 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 the response that RushCard provided previously, does not resolve her issue [redacted] states she will cancel her RushCard if a better answer is not provided [redacted] provided her employer with her ex boyfriends DDID and will therefore need resolve it with himThis is not a RushCard issue As stated in the previous response to [redacted] , she will need to contact her ex-boyfriend for resolution regarding her missing fundsBased on our last conversation with [redacted] , her RushCard account was closed per her request We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
November 17, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 9, 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 [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 properlyIn addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 25, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On October 30, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountOn November 10, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 27, 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 is not a resolution but an explanation of the problems I have however, already spoken with a customer service rep that was able to resolve my issue With that said, I will give Rushcard Unirush, LLC another chance since I have been a customer since and had never experienced anything like this from this company in the past Hopefully it was an isolated issue Regards, [redacted]
June 6, VIA ONLINE SUBMISSION: Revdex.com® EFourth Street, Suite Cincinnati, OH 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 May 28, 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 On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take overIn accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of June 6, 2016, RushCard has not received any documentation [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree TRushCard 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 received any communication from the company in complaintLast conversation with customer service reps Friday, was to inform me a rush shipment has been placed to send me a new card in two days without additional charges to myselfWhen I called to confirm with customer service number, rep told me I would have to pay additional fees to complete this transactionI refused charges since this complication has been caused by the company and not myselfIt is Monday and I have not received a new card or communication from RushCard representativesI have had no communication or access to my money and have been put in a financial bind due to this situationI still don't have legitimate answers why my account was even lockedThis is the fourth card issued in a two month period for the same issuesBlocking my account and locking without any type of notice or verification prior to taking such hard actions and putting clients in these types of situations Regards, [redacted]
July 29, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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 was told her direct deposit would post days early [redacted] would like her direct deposit funds credited to her RushCard account On July 21, a direct deposit in the amount of $was credited to [redacted] accountA corporate customer service specialist contacted [redacted] on July 29, to discuss the account information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
This is proof that the so called $I tried to pay on insurance didn't go through for some reason they meaning Rush Card only let dollars and some change go thru so my renters has been canceled and I am holding then liable Thank you [redacted]
April 27, 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 Michelle Middleton, on April 26, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet [redacted] also stated that she want her funds back to her RushCard account immediatelyOn April 8, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from [redacted] The RushCard dispute team received a signed error allegation dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesIn [redacted] case a provisional will not be issued to her RushCard accountA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe appreciate [redacted] feedbackWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution Tyree T RushCard Corporate Customer Service
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $ [redacted] claimed that his card had been in his possession the whole timeHe said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge [redacted] stated he never signed up for an online account On July 14th, 2016, [redacted] claim was denied for conclusive evidenceFor the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number [redacted] can reach out to us with any details in regards to this issueWe appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter Regards, RushCard Corporate Customer Service Tell us why here
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 [Still have no access to my account after a rep there attempted on her own with permission to reset my pin she had no luck so a new card was expedited to me I activate the card etc went to swipe my card it still say no account found I go online and it still display the expired card ending in [redacted] .] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I did respond to this complaint previously on - - but by the email I received today I'm assuming that the Revdex.com did not receive it.The response to my complaint doesn't answer my questions, I need something personalized for my situationMy account was short by $when they went to reload the money back but I never received itI was told when I called customer service that they will have to send it to corporate and receive it back in a week or two to get the credit put back on the accountIt is now been almost a month and a half to two months and I still haven't received my hundred dollarsI need real answers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meThe company has yet address the issuesI read Rush Card response that they called to resolved this matterI received no phone on 10/18/Until Rush Card makes contact with me, I find this complaint still activity Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 20, 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 On 2/10/ [redacted] filed a dispute for a transaction of $ from [redacted] that was made on her account All 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 2/13/ [redacted] have spoken with multiple representatives regarding the status of her dispute and was advised that she does not qualify for a provisional credit and will need to allow to days for the dispute team to investigate the claim [redacted] explained to our call center agents that a refund was sent by the merchant on 2/19/and she had not received the credit on her accountAfter further investigation by the dispute team, on 4/21/the credit has been applied to [redacted] account and her claim has been closedA final letter has been sent to [redacted] regarding the outcome of the disputeWe 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
February 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 20, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he is requesting a refunds in the amount of $for a charge from [redacted] Our records indicate [redacted] called in to our service team on February 20, to question the charge from [redacted] At the time of the call the transaction was pending therefore the agent advised [redacted] to file a dispute he would need to callback when the transaction posted to the account Our records show [redacted] has not called back into RushCard to file a dispute on the charge in question A call was placed to [redacted] on February 26, regarding this complaint but we were unable to speak with [redacted] RushCard ask that [redacted] call ###-###-#### to start the dispute process on the charge in question Any further questions or concerns can be sent to [email protected] 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 complaintThis information is false, I have not received any courtesy creditThe $that was credited to my account was MY moneyI attempted to transfer $from my goals account and it never posted, it stayed pending for daysIf you listen to the call when this transaction happened, and also view my accounts, you will see that I have only received what was already mine, nothing extraFurthermore, we were advised that we would not be charged transaction fees after November 1st, and I wasThey credited the fees back to be on 11/11/15, however, they took it right back Regards, [redacted]
February 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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 insurance [redacted] complaint states she did not timely receive a replacement card [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account On December 31, 2015, [redacted] contacted RushCard customer service and requested for an expedited replacement card [redacted] contacted customer service again on January 16, 2016, to request another replacement cardDue to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement cardOn February 2, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mail.On February 17, 2015, due to the conversion RushCard processed a transfer of [redacted] funds to her new account ending in *** [redacted] has received her card and has unrestricted access to her fundsOn February 22, 2016, a customer service specialist attempted to contact [redacted] for a follow upWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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 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 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
April 19, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Case #: [redacted] Consumer: [redacted] Complaint Date: April 13, 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 the response that RushCard provided previously, does not resolve her issue [redacted] states she will cancel her RushCard if a better answer is not provided [redacted] provided her employer with her ex boyfriends DDID and will therefore need resolve it with himThis is not a RushCard issue As stated in the previous response to [redacted] , she will need to contact her ex-boyfriend for resolution regarding her missing fundsBased on our last conversation with [redacted] , her RushCard account was closed per her request We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service
November 17, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 9, 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 [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 properlyIn addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 25, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On October 30, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountOn November 10, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 27, 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 is not a resolution but an explanation of the problems I have however, already spoken with a customer service rep that was able to resolve my issue With that said, I will give Rushcard Unirush, LLC another chance since I have been a customer since and had never experienced anything like this from this company in the past Hopefully it was an isolated issue Regards, [redacted]
June 6, VIA ONLINE SUBMISSION: Revdex.com® EFourth Street, Suite Cincinnati, OH 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 May 28, 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 On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take overIn accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of June 6, 2016, RushCard has not received any documentation [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree TRushCard 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 received any communication from the company in complaintLast conversation with customer service reps Friday, was to inform me a rush shipment has been placed to send me a new card in two days without additional charges to myselfWhen I called to confirm with customer service number, rep told me I would have to pay additional fees to complete this transactionI refused charges since this complication has been caused by the company and not myselfIt is Monday and I have not received a new card or communication from RushCard representativesI have had no communication or access to my money and have been put in a financial bind due to this situationI still don't have legitimate answers why my account was even lockedThis is the fourth card issued in a two month period for the same issuesBlocking my account and locking without any type of notice or verification prior to taking such hard actions and putting clients in these types of situations Regards, [redacted]
July 29, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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 was told her direct deposit would post days early [redacted] would like her direct deposit funds credited to her RushCard account On July 21, a direct deposit in the amount of $was credited to [redacted] accountA corporate customer service specialist contacted [redacted] on July 29, to discuss the account information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
This is proof that the so called $I tried to pay on insurance didn't go through for some reason they meaning Rush Card only let dollars and some change go thru so my renters has been canceled and I am holding then liable Thank you [redacted]
April 27, 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 Michelle Middleton, on April 26, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet [redacted] also stated that she want her funds back to her RushCard account immediatelyOn April 8, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from [redacted] The RushCard dispute team received a signed error allegation dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesIn [redacted] case a provisional will not be issued to her RushCard accountA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe appreciate [redacted] feedbackWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution Tyree T RushCard Corporate Customer Service
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $ [redacted] claimed that his card had been in his possession the whole timeHe said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge [redacted] stated he never signed up for an online account On July 14th, 2016, [redacted] claim was denied for conclusive evidenceFor the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number [redacted] can reach out to us with any details in regards to this issueWe appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter Regards, RushCard Corporate Customer Service Tell us why here
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 [Still have no access to my account after a rep there attempted on her own with permission to reset my pin she had no luck so a new card was expedited to me I activate the card etc went to swipe my card it still say no account found I go online and it still display the expired card ending in [redacted] .] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I did respond to this complaint previously on - - but by the email I received today I'm assuming that the Revdex.com did not receive it.The response to my complaint doesn't answer my questions, I need something personalized for my situationMy account was short by $when they went to reload the money back but I never received itI was told when I called customer service that they will have to send it to corporate and receive it back in a week or two to get the credit put back on the accountIt is now been almost a month and a half to two months and I still haven't received my hundred dollarsI need real answers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meThe company has yet address the issuesI read Rush Card response that they called to resolved this matterI received no phone on 10/18/Until Rush Card makes contact with me, I find this complaint still activity Regards, [redacted]