Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 14, 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 In [redacted] complaint, she states she disputed unauthorized transactionsShe is requesting a refund Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactionsIn her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin numberOn June 14, 2017, [redacted] claim was denied due to pattern of use Regards, RushCard Corporate Customer Service
To Whom It May Concern: This letter is in response to the rebuttal 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 As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and proceduresWe appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
April 25, VIA ONLINE SUBMISSION: Better Business Bureau W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced aboveUniRush, 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 he would like his accounts with RushCard closed and a letter of confirmation On April 21, the account ending in [redacted] was closed per [redacted] request RushCard does not have any open accounts for [redacted] On April 22, a corporate customer service specialist attempted to contact [redacted] to provide this information We appreciate [redacted] feedback RushCard Corporate Customer Service
October 19, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] Singleton To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on October 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 states that due to the RushCard updating the system he is unable to reach anyone from the RushCard Call Centers [redacted] also stated that he is in need of his direct deposit RushCard completely understands the impact our mandatory updates have had on our cardholders and we thank you for your patience during this transitionWe are not able to respond in a timely manner to the high level of cardholder volume and e-mails that are being received We have been working diligently to get our system back up and running smoothlyCurrently our website is stable and will have accurate account information and full access [redacted] is available to make purchases and should be functioning properlyAt RushCard, it is our responsibility to have our cardholders’ funds available 24/7, when needed We understand the serious consequences when we fail in meeting that expectationA Corporate Customer Service Specialist contacted [redacted] and provided an $customer service credit to his account for the inconvenienceOn October 14, 2015, [redacted] received his direct deposit and it has posted to his card ending in *** Again, we deeply apologize for the problems this outage caused and pledge our best efforts toward preventing this from happening again Regards, Tyree T Customer Service Specialist
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
May 27, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on May 19, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not received her refund back from the merchant and has filed an unauthorized dispute on May 19, for $ [redacted] requested that her funds be credited back to her account in a timely manner to be able to pay her rent On May 19, [redacted] filed an unauthorized transaction dispute in the amount of $ All RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelines On May 22, RushCard dispute team instructed that [redacted] will need to return the dispute form and supporting documents to be able to properly process the claimOn May 26, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted] to apologize for the inconvenience that this matter has caused, and to advise her that we have not received the unauthorized transaction dispute form and supporting documents [redacted] stated that she will contact the merchant for additional documentation that will support her claim and will fax the documents in as soon as possible The RushCard Corporate Customer Service Specialist advised that [redacted] contact the corporate office once she has faxed in all the necessary paperwork We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
April 14, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on March 7, 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 unauthorized transaction dispute for multiple transactions that was denied [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her account On March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] On April 5, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred [redacted] was advised of the rebuttal letter process to reopen the disputeOn April 7, 2016, [redacted] faxed her rebuttal letter to the disputes departmentOn April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decisionWe encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedbackOur goal is to provide financial convenience and security supported by reliable customer service Regards, Corporate Customer Service
My issue was not resolved they did not instantly put my money back into my account I was advised days which would have been 10days per the rep which gave me the date of the 22ndI lost my home due to this, even today when I called to change my plan to the pay as you go plan the rep charged me for the monthly plan & and told me would be July now that's changed
I feel like im being discriminated against because I have issues with forgetting thingsAny money that I have going to this bank should be insured and covered for things like this and why am I being punished for someone stealing my information and using my cardThis company should not be in business if they can discriminate against peopleI want my money replaced thats allIf your money was stolen you would want your back
October 28, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!! Regards, [redacted]
Complaint was filed with Revdex.com on 3/27/UPDATE as of 3/28/17Still has not received dispute formEach rep is telling and doing the same exact thing that the previous rep didIt is impossible to get a supervisor on the lineI spoke with a rep today at 2:PM cst and informed him of my issue I requested to speak with a supervisor and was transferred back into queueBefore the transfer, the rep refused to provide me with his nameI called back at 2:PM cst, spoke with another rep, same exact thing occurredStill no dispute form and no help from RushcardI am now seeking legal action against the company Thanks, [redacted] ###-###-#### UPDATE as of 3/28/17I’m now no longer able to log in online to my account periodThe message it gives me is that my account has been suspendedI contacted Rushcard again and was advised that the corporate office has decided to permanently close my account and that the balance I had left would be mailed to me in the form of a paper checkThis is not helping me at the leastI advised the rep that I have a payroll deposit that will be coming Friday 3/31/and the agent informed that it will be returned to my employer and I won’t be paidThis is UNACCEPTABLE!
November 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] Singleton, on November 4, 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 did not receive her $to her RushCard account for the ref a friend program [redacted] also stated that she would like to be compensated for the ref a friend program.The Ref a Friend Program is $for every referral$will not be applied to [redacted] RushCard accountWe appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service Tyree T.Corporate Customer Service
December 29, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, To Whom It May Concern: This complaint was settled as an Arbitration Complaint on 12/22/
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] ***Arcade was resolved in a couple days after we got in touch with you and we want to thank you for all your assistance in this matter I'm glad that your organization was there for us cuz we weren't getting any help before you
February 15, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati 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 she reported her card lost a year ago and never received a replacement card [redacted] would like a replacement card and access to the funds on the accountOur records indicate that [redacted] RushCard was reported stolen There are no notes reflecting on the account that state that [redacted] has requested a replacement card Due to this no replacement card has been processed On February 15, a corporate resolutions specialist contacted [redacted] to advise of the following informationA replacement card was sent standard mail to the address on file 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
July 19, VIA ONLINE SUBMISSION: Revdex.com® E4th St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on July 6, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that RushCard closed her account and that she loaded funds to her account [redacted] also states that RushCard should have not closed her account On July 6, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedureA Bill payment in the amount of $was sent to the address on file to [redacted] A corporate customer service specialist attempted to contact [redacted] July 19, to advise of the account information We appreciate [redacted] feedback 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 [redacted] will need to reactivate her card and set up a new pin number at 1-866-787-in order to use her cardWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I just got off the phone with Rush CardThey actually called me yesterday, I missed the callI called them back todayVery long wait time min I had to hang up couldn't wait anymoreThe representative said that, they can not reinburst the loading fee, becuase it isn't a partispating vendorSaid you must go to Walmart or walgreens, It does say that anywhere on the web-site of on the phoneHow are we suppose to know thisI got my card from the currency exchange, that's where I still load my card with money to spendThey should say, don't go to the currency exchange! They say that the vendors feeI asked, if they would charge that same vendors fee at walmart & walgreens, she said yes, then they would credit that fee back to the members cardI asked, "why can't you do that for me"? I did have to pay this bill with my rush card, I could have just paid cash, I put the money on my rush card after I heard that message about no loading fee's until Feb or 29th thank you rush card membersThis is why you don't deal with Black owned business and I am black!They will not give me back my reload feeThis is not rightCan we go to the media? People need to know this, unfair business practicesAnd you can tell them this, I will check into contacting the mediaThe complaint should remain on record that this is what they doAnd that it takes min or more to talk with customer service when ever you callWhat are my next steps? [redacted]
Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 14, 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 In [redacted] complaint, she states she disputed unauthorized transactionsShe is requesting a refund Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactionsIn her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin numberOn June 14, 2017, [redacted] claim was denied due to pattern of use Regards, RushCard Corporate Customer Service
To Whom It May Concern: This letter is in response to the rebuttal 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 As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and proceduresWe appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
April 25, VIA ONLINE SUBMISSION: Better Business Bureau W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced aboveUniRush, 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 he would like his accounts with RushCard closed and a letter of confirmation On April 21, the account ending in [redacted] was closed per [redacted] request RushCard does not have any open accounts for [redacted] On April 22, a corporate customer service specialist attempted to contact [redacted] to provide this information We appreciate [redacted] feedback RushCard Corporate Customer Service
October 19, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] Singleton To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on October 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 states that due to the RushCard updating the system he is unable to reach anyone from the RushCard Call Centers [redacted] also stated that he is in need of his direct deposit RushCard completely understands the impact our mandatory updates have had on our cardholders and we thank you for your patience during this transitionWe are not able to respond in a timely manner to the high level of cardholder volume and e-mails that are being received We have been working diligently to get our system back up and running smoothlyCurrently our website is stable and will have accurate account information and full access [redacted] is available to make purchases and should be functioning properlyAt RushCard, it is our responsibility to have our cardholders’ funds available 24/7, when needed We understand the serious consequences when we fail in meeting that expectationA Corporate Customer Service Specialist contacted [redacted] and provided an $customer service credit to his account for the inconvenienceOn October 14, 2015, [redacted] received his direct deposit and it has posted to his card ending in *** Again, we deeply apologize for the problems this outage caused and pledge our best efforts toward preventing this from happening again Regards, Tyree T Customer Service Specialist
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
May 27, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on May 19, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not received her refund back from the merchant and has filed an unauthorized dispute on May 19, for $ [redacted] requested that her funds be credited back to her account in a timely manner to be able to pay her rent On May 19, [redacted] filed an unauthorized transaction dispute in the amount of $ All RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelines On May 22, RushCard dispute team instructed that [redacted] will need to return the dispute form and supporting documents to be able to properly process the claimOn May 26, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted] to apologize for the inconvenience that this matter has caused, and to advise her that we have not received the unauthorized transaction dispute form and supporting documents [redacted] stated that she will contact the merchant for additional documentation that will support her claim and will fax the documents in as soon as possible The RushCard Corporate Customer Service Specialist advised that [redacted] contact the corporate office once she has faxed in all the necessary paperwork We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
April 14, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on March 7, 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 unauthorized transaction dispute for multiple transactions that was denied [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her account On March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] On April 5, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred [redacted] was advised of the rebuttal letter process to reopen the disputeOn April 7, 2016, [redacted] faxed her rebuttal letter to the disputes departmentOn April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decisionWe encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedbackOur goal is to provide financial convenience and security supported by reliable customer service Regards, Corporate Customer Service
My issue was not resolved they did not instantly put my money back into my account I was advised days which would have been 10days per the rep which gave me the date of the 22ndI lost my home due to this, even today when I called to change my plan to the pay as you go plan the rep charged me for the monthly plan & and told me would be July now that's changed
I feel like im being discriminated against because I have issues with forgetting thingsAny money that I have going to this bank should be insured and covered for things like this and why am I being punished for someone stealing my information and using my cardThis company should not be in business if they can discriminate against peopleI want my money replaced thats allIf your money was stolen you would want your back
October 28, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!! Regards, [redacted]
Complaint was filed with Revdex.com on 3/27/UPDATE as of 3/28/17Still has not received dispute formEach rep is telling and doing the same exact thing that the previous rep didIt is impossible to get a supervisor on the lineI spoke with a rep today at 2:PM cst and informed him of my issue I requested to speak with a supervisor and was transferred back into queueBefore the transfer, the rep refused to provide me with his nameI called back at 2:PM cst, spoke with another rep, same exact thing occurredStill no dispute form and no help from RushcardI am now seeking legal action against the company Thanks, [redacted] ###-###-#### UPDATE as of 3/28/17I’m now no longer able to log in online to my account periodThe message it gives me is that my account has been suspendedI contacted Rushcard again and was advised that the corporate office has decided to permanently close my account and that the balance I had left would be mailed to me in the form of a paper checkThis is not helping me at the leastI advised the rep that I have a payroll deposit that will be coming Friday 3/31/and the agent informed that it will be returned to my employer and I won’t be paidThis is UNACCEPTABLE!
November 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] Singleton, on November 4, 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 did not receive her $to her RushCard account for the ref a friend program [redacted] also stated that she would like to be compensated for the ref a friend program.The Ref a Friend Program is $for every referral$will not be applied to [redacted] RushCard accountWe appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service Tyree T.Corporate Customer Service
December 29, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, To Whom It May Concern: This complaint was settled as an Arbitration Complaint on 12/22/
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] ***Arcade was resolved in a couple days after we got in touch with you and we want to thank you for all your assistance in this matter I'm glad that your organization was there for us cuz we weren't getting any help before you
February 15, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati 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 she reported her card lost a year ago and never received a replacement card [redacted] would like a replacement card and access to the funds on the accountOur records indicate that [redacted] RushCard was reported stolen There are no notes reflecting on the account that state that [redacted] has requested a replacement card Due to this no replacement card has been processed On February 15, a corporate resolutions specialist contacted [redacted] to advise of the following informationA replacement card was sent standard mail to the address on file 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
July 19, VIA ONLINE SUBMISSION: Revdex.com® E4th St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on July 6, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that RushCard closed her account and that she loaded funds to her account [redacted] also states that RushCard should have not closed her account On July 6, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedureA Bill payment in the amount of $was sent to the address on file to [redacted] A corporate customer service specialist attempted to contact [redacted] July 19, to advise of the account information We appreciate [redacted] feedback 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 [redacted] will need to reactivate her card and set up a new pin number at 1-866-787-in order to use her cardWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I just got off the phone with Rush CardThey actually called me yesterday, I missed the callI called them back todayVery long wait time min I had to hang up couldn't wait anymoreThe representative said that, they can not reinburst the loading fee, becuase it isn't a partispating vendorSaid you must go to Walmart or walgreens, It does say that anywhere on the web-site of on the phoneHow are we suppose to know thisI got my card from the currency exchange, that's where I still load my card with money to spendThey should say, don't go to the currency exchange! They say that the vendors feeI asked, if they would charge that same vendors fee at walmart & walgreens, she said yes, then they would credit that fee back to the members cardI asked, "why can't you do that for me"? I did have to pay this bill with my rush card, I could have just paid cash, I put the money on my rush card after I heard that message about no loading fee's until Feb or 29th thank you rush card membersThis is why you don't deal with Black owned business and I am black!They will not give me back my reload feeThis is not rightCan we go to the media? People need to know this, unfair business practicesAnd you can tell them this, I will check into contacting the mediaThe complaint should remain on record that this is what they doAnd that it takes min or more to talk with customer service when ever you callWhat are my next steps? [redacted]