August , VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 12th, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] *eferenced 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 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment with [redacted] Auto Loan PaymentIn [redacted] complaint, she stated she initially filed a Revdex.com complaint on the company financing her vehicle after they claimed she did not make her payment [redacted] reported her vehicle is now pending for repossession because her car financer never received the payment she made in May [redacted] is aware her dispute does not qualify for a provisional credit, but is requesting for UniRush to reverse the paymentShe believes if UniRush can waive the processing fee they should be able to reverse the payment Currently, the case is under investigationNothing has been determined yetUniRush reached out to the merchant; they have days to issue the credit to [redacted] or provide documentation showing service was provided.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
May 18, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 17, 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 active card without warning after she filed a dispute [redacted] also contends that she now has no access to her funds, she was transferred several times and no dispute has been filed On May 17, 2016, [redacted] contacted RushCard customer service to file a dispute [redacted] was transferred to a dispute agent and advised that the card had to be replaced [redacted] insisted on being transferred to a supervisor because she did not want her card replaced, however, the dispute agent did advise [redacted] that the card would still have to be replacedOn May 17, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of the other option to gain access to her funds We appreciate [redacted] feedback and sincerely for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 3, 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
May 18, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 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 she filed a dispute and the replacement card was not processed [redacted] also states that she would like to have the RushCard replaced and to have her late fees reimbursed On April 30, 2016, [redacted] contacted RushCard customer service to file a dispute [redacted] was transferred to a dispute agent and advised that the card had to be replaced On May 6, the replacement was processed On May 16, [redacted] spoke with a corporate customer service representative and was advised that another replacement card was processed on May 14, and was provided with the expedited tracking number We appreciate [redacted] feedback and sincerely for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
May 4, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 3, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not received her $credit from referring her friend [redacted] states that her friend made a deposit to the account, but still no credit [redacted] is requesting the $be applied to her account she is owedPer the RushCard records the friend that was referred did not meet the qualifications, the referral code that was entered was entered incorrectly However, after review on May 4, a $credit was applied to [redacted] RushCard account and the friend that was referred as a courtesy On May 4, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her of this information We appreciate [redacted] feedbackRushCard,Corporate Customer Service
November 9, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] *** To Whom It May Concern: This letter is in response to the 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 her RushCard was blocked without her knowledge and RushCard would not expedite a card without a $fee [redacted] is requesting a replacement card expedited and the fee waived Our records indicate that on November 8, 2017, our Risk team determined that [redacted] card was confirmed compromisedTo protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matterWe regret that [redacted] was advised that she had to pay a $fee to expedite the replacement cardOn November 9, after a review of the account, a replacement card was expedited waiving the feeWe attempted to contact [redacted] to advise her of this informationA detailed message was left for a callback We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
September 14, 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 September 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On September 14, 2015, A Corporate Customer Service Specialist contacted [redacted] regarding the $expedited fee and the $replacement card fee ending in *** [redacted] requested that all her accounts be closedThis request was completed on September 15, On September 28, 2015, [redacted] contacted RushCard Customer Service stating she requested the card ending in [redacted] be closed and requested the card ending in [redacted] be reopened A replacement card was sent to [redacted] on September 28, We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Sincerely, Kathy R Corporate Customer Service
January 30, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 30, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint indicates that she was provided with conflicting information on the dates her government benefits would post [redacted] would like to be compensated for the information that was provided [redacted] also would like the RushCard agents to have more training to provide accurate information regarding deposits On January 29, [redacted] contacted RushCard customer service to inquire on her Social Security deposit [redacted] was advised that RushCard can post the deposit up to days early depending on when the remitter sends the funds to RushCard Please note RushCard processes Direct Deposits once received We post funds immediately as soon they are received Our records indicate that [redacted] Social Security deposit posted to the RushCard account ending in [redacted] on January 30, in the amount of $ We sincerely apologize for the inconvenience this has caused We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated July 12, 2017, provisional credit in the amount of $ 1,was posted to your accountThis provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution
Revdex.com: I do see that I have a voicemail which I have not been able to listen to you yet but I appreciate them expediting my card and unlocking my account I am accepting this resolution although I do want it noted that this is not the first time I have had issues with their service and I believe that they need to seriously improve their customer service and they also need to adopt the policy of most banks which is to contact the card holder when their is suspected fraud to verify the purchases before blocking the account Regards, [redacted]
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20, [redacted] is asking for a refund Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’sRushCard processed a chargeback on behalf of [redacted] , the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been wonWe would not know if [redacted] has won the chargeback until May 2nd
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance 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
December 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] 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 she was unable to access her direct deposit funds in her RushCard account Per our previous response, [redacted] direct deposit in the amount of $posted to her account on 10/15/ [redacted] began conducting transactions as of 10/24/ Additionally, [redacted] RushCard received a $Loyalty Credit.We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, 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 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these proble*** 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
January 10, 2016VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] Complaint date: January 5, To Whom It May Concern:This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that he completed the social share promotion and as of date did not receive the credit he was promised [redacted] also states he had the issue escalated and was provided with different dates he would receive the credit [redacted] is requesting the Social Share promotion credit of $to be applied to his account Per previous response from time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codesThose promotions (and corresponding codes) are active for a limited time RushCard records indicate that [redacted] applied for a RushCard on November 30, 2016, and that RushCard does not see any records which shows this cardholder successfully shared in social mediaA corporate customer service specialist contacted [redacted] on January 10, to advise of the above informationWe appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service
I'm being told from the company that I have to send documentsI have been sending my documents but, they are not being "found" on my accountIf that so, why am I receiving ticket numbers? After this conversation with an agentNow I'm receiving emails saying that my documents are not being sentI had never received these messages beforeHonestly I want to cut all ties with the company because the company has not properly guided me into unblocking my cardIve been with the company for many years and never had problems like thisThe major problem for me is I'm speaking to multiple representatives that don't take proper notes and are telling me different informationLike today, July 16th, I've been sending my documents but receiving error messagesI was told today that I had to put a user number on the emailWhy was I not told that from the very beginning? And while on the phone I was hung up onIts unfair and disgusting how I've been treated though this ordeal
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
September 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] - [redacted] Complaint number: [redacted] Complaint date: September 21, 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] - [redacted] complaint contends that she was asked to send in documentation for failed verification [redacted] states that she requested a replacement card and wasn’t aware she was going through verification [redacted] would like to get a replacement card and to have access to the funds in her account Our records indicate that on September 21, [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] *** [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysOnce the documentation is received RushCard will process a replacement card for [redacted] *** We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
July 15, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ***’ complaint contends that RushCard would not release an authorization hold that was made on July 6, in the amount of $ On July 6, RushCard received an authorization hold on [redacted] ***’ RushCard account ending in for $ [redacted] advised RushCard customer service that the merchant voided the hold and credited the funds back to her RushCard account [redacted] was instructed to send a Merchant Hold Release Letter to validate and release the pending holdOn July 15, a RushCard Corporate Customer Service Specialist contacted [redacted] to provide the information that is required [redacted] stated that she will wait for the hold to expire on July 16, We appreciate [redacted] ***’ feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
When I signed up I did use s promo code and therefore I should have reciced the $not just $That is advertisingAnd why did your supervisor told me on Friday that my money will be in my account on Monday and it still isn't thereI have provided the code I used It's RushCard mistake and should fix it.im not responsible for RushCard glitch problemsWhy did they advertise something and not go through it
August , VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 12th, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] *eferenced 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 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment with [redacted] Auto Loan PaymentIn [redacted] complaint, she stated she initially filed a Revdex.com complaint on the company financing her vehicle after they claimed she did not make her payment [redacted] reported her vehicle is now pending for repossession because her car financer never received the payment she made in May [redacted] is aware her dispute does not qualify for a provisional credit, but is requesting for UniRush to reverse the paymentShe believes if UniRush can waive the processing fee they should be able to reverse the payment Currently, the case is under investigationNothing has been determined yetUniRush reached out to the merchant; they have days to issue the credit to [redacted] or provide documentation showing service was provided.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
May 18, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 17, 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 active card without warning after she filed a dispute [redacted] also contends that she now has no access to her funds, she was transferred several times and no dispute has been filed On May 17, 2016, [redacted] contacted RushCard customer service to file a dispute [redacted] was transferred to a dispute agent and advised that the card had to be replaced [redacted] insisted on being transferred to a supervisor because she did not want her card replaced, however, the dispute agent did advise [redacted] that the card would still have to be replacedOn May 17, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of the other option to gain access to her funds We appreciate [redacted] feedback and sincerely for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 3, 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
May 18, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 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 she filed a dispute and the replacement card was not processed [redacted] also states that she would like to have the RushCard replaced and to have her late fees reimbursed On April 30, 2016, [redacted] contacted RushCard customer service to file a dispute [redacted] was transferred to a dispute agent and advised that the card had to be replaced On May 6, the replacement was processed On May 16, [redacted] spoke with a corporate customer service representative and was advised that another replacement card was processed on May 14, and was provided with the expedited tracking number We appreciate [redacted] feedback and sincerely for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
May 4, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 3, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not received her $credit from referring her friend [redacted] states that her friend made a deposit to the account, but still no credit [redacted] is requesting the $be applied to her account she is owedPer the RushCard records the friend that was referred did not meet the qualifications, the referral code that was entered was entered incorrectly However, after review on May 4, a $credit was applied to [redacted] RushCard account and the friend that was referred as a courtesy On May 4, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her of this information We appreciate [redacted] feedbackRushCard,Corporate Customer Service
November 9, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] *** To Whom It May Concern: This letter is in response to the 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 her RushCard was blocked without her knowledge and RushCard would not expedite a card without a $fee [redacted] is requesting a replacement card expedited and the fee waived Our records indicate that on November 8, 2017, our Risk team determined that [redacted] card was confirmed compromisedTo protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matterWe regret that [redacted] was advised that she had to pay a $fee to expedite the replacement cardOn November 9, after a review of the account, a replacement card was expedited waiving the feeWe attempted to contact [redacted] to advise her of this informationA detailed message was left for a callback We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
September 14, 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 September 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On September 14, 2015, A Corporate Customer Service Specialist contacted [redacted] regarding the $expedited fee and the $replacement card fee ending in *** [redacted] requested that all her accounts be closedThis request was completed on September 15, On September 28, 2015, [redacted] contacted RushCard Customer Service stating she requested the card ending in [redacted] be closed and requested the card ending in [redacted] be reopened A replacement card was sent to [redacted] on September 28, We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Sincerely, Kathy R Corporate Customer Service
January 30, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 30, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint indicates that she was provided with conflicting information on the dates her government benefits would post [redacted] would like to be compensated for the information that was provided [redacted] also would like the RushCard agents to have more training to provide accurate information regarding deposits On January 29, [redacted] contacted RushCard customer service to inquire on her Social Security deposit [redacted] was advised that RushCard can post the deposit up to days early depending on when the remitter sends the funds to RushCard Please note RushCard processes Direct Deposits once received We post funds immediately as soon they are received Our records indicate that [redacted] Social Security deposit posted to the RushCard account ending in [redacted] on January 30, in the amount of $ We sincerely apologize for the inconvenience this has caused We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated July 12, 2017, provisional credit in the amount of $ 1,was posted to your accountThis provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution
Revdex.com: I do see that I have a voicemail which I have not been able to listen to you yet but I appreciate them expediting my card and unlocking my account I am accepting this resolution although I do want it noted that this is not the first time I have had issues with their service and I believe that they need to seriously improve their customer service and they also need to adopt the policy of most banks which is to contact the card holder when their is suspected fraud to verify the purchases before blocking the account Regards, [redacted]
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20, [redacted] is asking for a refund Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’sRushCard processed a chargeback on behalf of [redacted] , the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been wonWe would not know if [redacted] has won the chargeback until May 2nd
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance 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
December 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] 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 she was unable to access her direct deposit funds in her RushCard account Per our previous response, [redacted] direct deposit in the amount of $posted to her account on 10/15/ [redacted] began conducting transactions as of 10/24/ Additionally, [redacted] RushCard received a $Loyalty Credit.We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, 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 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these proble*** 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
January 10, 2016VIA ONLINE SUBMISSION:Revdex.com® E4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] Complaint date: January 5, To Whom It May Concern:This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that he completed the social share promotion and as of date did not receive the credit he was promised [redacted] also states he had the issue escalated and was provided with different dates he would receive the credit [redacted] is requesting the Social Share promotion credit of $to be applied to his account Per previous response from time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codesThose promotions (and corresponding codes) are active for a limited time RushCard records indicate that [redacted] applied for a RushCard on November 30, 2016, and that RushCard does not see any records which shows this cardholder successfully shared in social mediaA corporate customer service specialist contacted [redacted] on January 10, to advise of the above informationWe appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service
I'm being told from the company that I have to send documentsI have been sending my documents but, they are not being "found" on my accountIf that so, why am I receiving ticket numbers? After this conversation with an agentNow I'm receiving emails saying that my documents are not being sentI had never received these messages beforeHonestly I want to cut all ties with the company because the company has not properly guided me into unblocking my cardIve been with the company for many years and never had problems like thisThe major problem for me is I'm speaking to multiple representatives that don't take proper notes and are telling me different informationLike today, July 16th, I've been sending my documents but receiving error messagesI was told today that I had to put a user number on the emailWhy was I not told that from the very beginning? And while on the phone I was hung up onIts unfair and disgusting how I've been treated though this ordeal
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
September 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] - [redacted] Complaint number: [redacted] Complaint date: September 21, 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] - [redacted] complaint contends that she was asked to send in documentation for failed verification [redacted] states that she requested a replacement card and wasn’t aware she was going through verification [redacted] would like to get a replacement card and to have access to the funds in her account Our records indicate that on September 21, [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] *** [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysOnce the documentation is received RushCard will process a replacement card for [redacted] *** We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
July 15, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on July 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ***’ complaint contends that RushCard would not release an authorization hold that was made on July 6, in the amount of $ On July 6, RushCard received an authorization hold on [redacted] ***’ RushCard account ending in for $ [redacted] advised RushCard customer service that the merchant voided the hold and credited the funds back to her RushCard account [redacted] was instructed to send a Merchant Hold Release Letter to validate and release the pending holdOn July 15, a RushCard Corporate Customer Service Specialist contacted [redacted] to provide the information that is required [redacted] stated that she will wait for the hold to expire on July 16, We appreciate [redacted] ***’ feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
When I signed up I did use s promo code and therefore I should have reciced the $not just $That is advertisingAnd why did your supervisor told me on Friday that my money will be in my account on Monday and it still isn't thereI have provided the code I used It's RushCard mistake and should fix it.im not responsible for RushCard glitch problemsWhy did they advertise something and not go through it