Unirush Financial Services

The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- Case: [redacted] May 4, We received [redacted] complaint regarding access to her funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience [redacted] is experiencing when trying to contact our call centers and we are currently having extremely high call volumesOn 4/30/After being unable to speak with a call center representative, [redacted] contacted our corporate office to request a card replacement be issued via expedited delivery which takes up to 1-business days to receive [redacted] has received her card on 5/4/ and is showing activatedIf [redacted] would still like for her account to be closed and a bill payment check to be issued, she can contact our corporate office at ###-###-#### option We appreciate [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

Better Business Bureau [redacted] ***Cincinnati Ohio [redacted] RE: Case [redacted] *** [redacted] May 6, We received Ms [redacted] complaint regarding her dispute denial on unauthorized transactions and her account closureRushCard logs all customer contact and activity associated with financial cards We completely understand Ms [redacted] ’s concern with the outcome of her dispute [redacted] handles all disputes on behalf of RushCard and after investigating the dispute they have denied Ms [redacted] ’s claim RushCard is unable to credit the account and Ms [redacted] will need to contact [redacted] regarding the outcome of her disputeMs [redacted] also should have received a letter from [redacted] explaining the denial and can file a rebuttal for the outcome of the claim by following the instructions on the letter received [redacted] ’s phone number is [redacted] I’ve also supplied the mailing address for [redacted] that Ms [redacted] can correspond with them [redacted] address is [redacted] As it relates to the closure of all her accounts our Risk team evaluates all accounts and in regards to Ms [redacted] it was determined based on the denied dispute claim to close all her accounts with RushcardWe sincerely apologize for any inconvenience this has causedAll remaining balances on the accounts can be issued to Ms [redacted] via bill pay We appreciate Ms [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] CS – Audit/Compliance Analyst

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 On July, 08th 2016, [redacted] called UniRush to file a dispute claim on an ATM transaction for $304.00, located in [redacted] , ** [redacted] claims she was never near [redacted] , [redacted] and her Rushcard had been in her possession the whole time [redacted] is requesting credit for the amount debited out of her account Based on the investigation completed by UniRush, final credit was issued on July 18th, 2016, and the case was found in [redacted] favor We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this

Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 1, We received Ms [redacted] ’s complaint regarding access to her funds and her card recently being blockedRushCard logs all customer contact and activity associated with financial cards Rushcard’s standard operating procedures require that we monitor our customer accounts for suspected fraudulent activity, including identity theft, and block suspicious accounts in order to protect our customers and our businessAt any time we suspect suspicious activity such as “cash on cash off” our Risk department may block a member’s account educate them on such activity will not be tolerated and unblockedCash on Cash off activity is where cash is loaded on a member’s card through a [redacted] ***, [redacted] ***, [redacted] ***, etc and then then withdrawn offOur Risk department viewed Ms [redacted] ’s account as having this type of activity on her account and in turn blocked her card We show Ms [redacted] had a balance of $on her account at the time her account was closedWe issued a bill payment check on behalf on 3/17/The bill payment check was been returned on 3/31/to us as invalid addressIf Ms [redacted] can supply us the updated address for her we can reissue the bill payment to have this issue resolved We appreciate Ms [redacted] ’s feedback Regards, [redacted] CS – Audit/Compliance Analyst

Revdex.com [redacted] ** [redacted] RE: Case [redacted] October 28, We received Ms***’ complaint regarding the availability of funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards On 10/24/we received a $ [redacted] 3rd party cash load that posted to the wrong account and a $ [redacted] loadUnfortunately, as stated in our terms and conditions we do not accept third party loadsWhen cash loads are posted to incorrect account numbers and doesn't match the intended receivers information, we are not able to manually repost without notification from [redacted] ***After receiving confirmation that we were not invoiced from [redacted] for the loads, we have posted both to the cardholder’s account on 10/27/as a onetime courtesyOne of the agents from our corporate office did try to contact the cardholder multiple times to educate him about the process but no responseWe apologize for the inconvenience and frustration that this has caused Ms [redacted] and her husband We appreciate Ms***’ feedback, and we apologize for the inconvenience this may have caused These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint If you read UniRush answer it talks about a disputeI am not addressing that issue at allThe fact that they lied about having my refund which was clearly processed by the merchant on 10/10/and withheld by UniRush days caused me, their customer a hardship This amount they unjustly held was equivalent to half a months pay checkThe rep Robert in their office even conferenced in the merchant verifying the refund was processedStill, the end result was nothingHe transferred my call to another rep and after being on hold minutes a rep answered the call and hung up in my face blatantly They never called back, answered my email or followed upThe only answer I received was an automated emailNo live personI had to result to social media to reach out via twitter and [redacted] because after over hours on hold still could not reach anyone to help resolve my inquiry about my stolen fundsNo one answered or helped me there either The bottom line is that it's very unacceptable to steal your customer's funds then lie about it, make a person wait on hold an aggregious amount of time, then do nothing to respond for daysLastly, when the funds were mysteriously put back on my account, no call or email was sent letting me knowThis caused me even futher hardships (as well as many others) on social media Furthermore, your post saying all systems were up and running and in working order was another lie on 10/21, because when I called, I spoke to several reps who told me theyare unable to help me due to a system outage and were unable to provide a date or day to call backFurther disturbing was the fact that they took down my name and telephone number saying "we will call you when our system comes back up" Still, to this very day, I am awaiting there call No call No apologyNothing Please don't skirt the issue and bring up a dispute againUniRush made me dispute the charge when I knowingly told them it was a valid chargeI believe, in doing so, you muddy the waters That was the aftermath of your comedy of errors UniRush!!! Point blank, UniRush unjustly held my funds daysNo explanation, just simply put, you are trying to justify stealing Your hand is caught in the cookie jarWhat took so long to give me the money [redacted] sent back to me on October 10, 2015? Answer that!!!! Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have tried calling and am still on hold for minutes before getting hung up onWhen I finally spoke with someone they said they would call me back once they postedHaven't recvd a callAnd as for waiving the fee I didn't ask for a new cardSo why would I be charged for y'all replacing a card for an account y'all allowed fraud on Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Rush card never contacted meMy number is [redacted] and NO ONE tried to contact meRush card falsely closed my account the day after I filed my Revdex.com COMPLAINT And legal action is taking place Regards, [redacted]

Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case [redacted] February 20, This is in response to Ms [redacted] ’s rebuttal regarding the dispute process and how it relates to provisional credits We show Ms [redacted] ’s dispute was forwarded to Bancorp and received on 2/14/Rushcard agents take necessary information from our members to start a dispute process and this is deemed a verbal claimAlthough it starts the dispute process it doesn’t allow the member to be eligible for a provisional credit until a written form is submittedRushcard agents send the form to the member and the member needs to review the form and submit it to Bancorp directlyWe show the written form was received by Bancorp on 2/19/ We advise Ms [redacted] to contact Bancorp to remain updated on the investigation and process Bancorp’s contact number is ###-###-#### Thanks, [redacted] CS – Audit/Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The business is providing the same generic answer to my complaint, they won't explain how making a payment to this company in the past gives them the authorization to take future payments without my authorization or knowledgeI was told by one of the customer service representatives at rush card that I shouldn't make payments with my card if I don't want things like this to happenWhere is the customer security? I am outraged that I have been treated like this by a company that I have been loyal to for over years Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintI [redacted] have contacted this company a multitude of times and there customer service repa hung up and gave me wrong responsesThey sent me emails that had nothing to do with what I was inquiring about with my accountRushcard is a rip off and they have taken money from individuals for no reasonThey have caused my children distress because they were having troubles and couldn't handle my issue in a appropriate fashionI will not accept any type of excuse from this companyThey should pay me back my money without any hesitation if you are a bank u can put stops to any transactionThis is ridiculous and I want justice to be served against this company and its poor Customer Service Regards, [redacted]

The Better Business Bureau class="RecipientAddress" W Seventh St, Suite Cincinnati Ohio 45202- RE: Complaint [redacted] February 10, We received Ms [redacted] ’ complaint regarding the time in which it took to post her tax return and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We sincerely apologize for the inconvenience this has caused Ms [redacted] On 2/4/we received a federal tax refund deposit that was automatically posted onto Ms [redacted] ’ second RushCard accountPer reviewing calls one of the customer service agents that Ms [redacted] spoke with on 1/26/provided her with the incorrect account informationDue to the agent error we have reversed the tax return to Ms [redacted] ’ correct account on 2/5/and waived the $card fee plus the $ monthly feeMs [redacted] account will not be credited for any other compensationOnce again we deeply apologize for the inconvenience and we have addressed this issue with our customer service management, and the agents involved will receive the appropriate feedback and coaching We appreciate Ms [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

The Revdex.com [redacted] RE: Case [redacted] October 29, We received Mr [redacted] ’s complaint regarding his blocked account and the level of customer service received due to his card being blocked RushCard logs all customer contact and activity associated with financial cards RushCard’s standard operating procedures require that we monitor our customer accounts for compliance, suspicious activity, account take over, fraudulent activity and to protect the integrity of RushCard as a business and our customer accounts Upon receiving valid verification documentation our Risk Management staff reviewed the documentation submitted and unblocked Mr [redacted] ’s cardMr [redacted] ’s card is available for useWe apologize for any inconvenience and frustration this may have caused Mr [redacted] We appreciate Mr [redacted] ’s feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer to avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

I been customer with rush card four years never had any problems until recentlymy card was compromise at target so they sent me a replacement card that I cant uselied multiple occasions about sending me a replacement card 1-business days [redacted] express delivery im still waitingthe csr are the worst even supervisors lied very unfortunate because I always spoke real good about them never again stopping direct deposit asap

The Revdex.com [redacted] RE: [redacted] October 3, We received Ms***’s complaint regarding the level of customer service received and the availability of her funds RushCard logs all customer contact and activity associated with financial cards Ms [redacted] made a transaction on 9/24/of $ [redacted] at WU [redacted] Based on the transaction being a “quasi cash transaction” due to bank regulations we are unable to release the hold via RushCard’s Merchant Hold Release policy (a letter to be typed on company letterhead including customer’s name, LAST numbers of card, date, time, amount of transactions, a description on why we can release the hold, and contact information (name and direct number) Unfortunately, Ms [redacted] would have to wait the full calendar day time frame before the hold on the funds would be released We show the hold is due to be released on/by 10/4/We understand RushCard’s Merchant Hold Release process was explained to Ms [redacted] initially as a way to expedite the release and on behalf of RushCard we apologize as this would be an event where the policy could not be completed We apologize for the misinformation and sincerely understand the frustration and inconvenience this may have causedWe appreciate Ms***’s feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint This is the same response that was provided beforeThis is unacceptableThe bottom line is I want my $refunded to me because their system was hacked and my account got compromisedI did not make nor authorize any withdrawals from my accountI have repeated asked that they provide me with information as to where this "withdrawals " were made and I still have not received this informationI refuse to accept this response because my money was stolen from my account and I want my hard earned money refunded to me immediatelyRegards, [redacted] ***

Revdex.com [redacted] ***Cincinnati Ohio [redacted] Re: [redacted] February 10, We received Ms [redacted] ’s complaint regarding access to her funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards On 1/31/Ms [redacted] filed a dispute for an ATM transaction of $ [redacted] at [redacted] that did not dispense the fundsAll RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedThere are no updates regarding the outcome of the dispute Ms [redacted] will need to allow days for the dispute team to investigate the claimOnce the claim is final Ms [redacted] will receive a letter in the mail regarding the outcome of the disputeWe apologize for the inconvenience and the frustration this has caused Mr [redacted] We appreciate Ms [redacted] ’s feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

I contacted unirush customer service several times since my complaint and request in February and I still haven't receive any letter or Information regarding my disputeEvery time I called I have been told that they will send me a letter and that my claim was denied because Unirush believe the transactions were mine even though I live in another state and the failed to notify me of the transactions when I have alerts set upAlso that it's just there opinions and they have no proof to provide to me of an investigationi advised the representatives about the fdic rules and protection of a cumsumer I am am still needing my that unirush allowed someone to used my car in another state plus the took over weeks to closed my card and send me a new onethis case needs to be expedited thank you [redacted]

September 8, 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 [redacted] complaint contends that RushCard would not release an unauthorized transaction that was made on his account in the amount of $ [redacted] also stated that he would like to receive his refund On September 1, 2015, [redacted] received an unauthorized transaction on his RushCard account ending in for the amount of $ [redacted] contacted RushCard customer service and reported that the unauthorized transaction needs to be refunded back to his account [redacted] was informed that RushCard is unable to release pending or disputed transactions On September 3, the unauthorized transaction settled to [redacted] account On September 8, 2015, a RushCard Customer Service Specialist contacted [redacted] and issued an expedited replacement card with waiving the $fee We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Satoyra H Corporate Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $was fraudulently withdrawn from my account without my permission or knowledgeI contacted Rushcard and notified the company of what happened, but they are stating that no error has occurredThis is defamation of my character to blatantly state that no error occurredI have been given the run around since April 14th I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorizeThese "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about itThey are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did notI don't have $to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] did not change her PIN on this account, therefore no error occurred"I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the accountSo, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issuedOnce the account was on HOLD, no changes could be made until I received the new card on April 25th UniRush does not value their customers and / or their businessThis company has not addressed all of my concerns, I faxed a page document to them on 06/21/and asked that I receive a call to verify that the documents were received, no one has called me yet I still have not been provided with any information as to where these "withdrawals" occurredRushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in with this company This has been a tiresome process and my issue still has not been resolvedMy $disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their moneyI just would like the same consideration and fair treatment also,please refund my $to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $to my account immediatelyI look forward to this matter being resolved quickly and my money to be refunded to meI have all the documents that were faxed to UniRush, if they are neededI would greatly appreciate your assistance and cooperation in this matter of my $being refunded to me Regards, [redacted] ***