Unirush Financial Services

May 16, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 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service while dutifully protecting customer identities and resources [redacted] complaint states that funds were withdrawn from the ATM for the amount of $305.50, and that $was drafted from her RushCard account [redacted] also states that she needs her funds put back into her RushCard account On May 13, [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $ [redacted] was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 16, there are no longer pending charges of $on [redacted] RushCard account A corporate customer service specialist contacted [redacted] to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Customer called and stated that, once again, the business's latest response does not address the issues and her complaint is still not resolved Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution was satisfactory to me because I was refunded the $ [redacted] feeWhat I don't agree with is the fact that in the company response, the rep said they have no record of me contacting them to change my plan to pay as you goThat is far from the truthI changed my plan online weeks ago, and when I seen I was charged the monthly fee I contacted Rushcard twice via telephone (in which the customer service agent hung up on me when I asked to speak with a supervisor) and twice via emailI emailed customer service department and corporate Regards, [redacted]

October 20, 0pt;"> VIA ONLINE SUBMISSION: Better Business Bureau W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 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 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

Dear Dispute Department: I am writing in response to your notice to deny my dispute The reason I was given is that a pin number was used in withdrawing the funds Some specific events that took place include: · My car was broken into and my purse was stolen which held my Birth certificate my social security card my ID and my debit card (Rushcard) This occurred on 3/14/ · I’ve been a member since 2002, the only time I’ve ever created a pin was when I received a new card because the old one expired · A Rushcard representative explains to me that my pin was changed at 9:am on March 14, I called at 9:am to report my card stolen Prior to me doing that I transferred the remaining funds to my card ending *** After hearing that my dispute was denied, I did some investigation of my own, when calling to change the pin all you need is the card number and code on the back and I think the social security number So seeing that my pin was changed minutes before I called to report my card stolen I can see how that happen Further investigation found that my pin was changed on 3-14-at 9:am and the monies was withdrawled at (202.75) on 3-14-at 9:12am and the (30.99) at 3-14-at 9:am I called and report my card stolen at 3-14-at 9:am and my card was blocked at that time This information was told to me by your representative, I can’t understand how is it that I can call and speak with a representative and gain all this information and your dispute department is unable to gather the facts on my case I would like to speak with someone regarding my dispute case (###-###-####) I have been a faithful and active member since I receive direct deposit through my employer and use my card regularly, it is very disappointing that I am unable to speak with someone regarding this matter It is even more disturbing that I was given the excuse I was given, seeing as how you guys have all the information needed to show I was robbed Sincerely, [redacted] ***

January 12, 'Times New Roman', serif;">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 January 6, 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 he attempted to load a $ [redacted] cash load onto his RushCard account on October 16, [redacted] would like for the [redacted] cash load to be placed to his RushCard accountOn October 16, 2015, [redacted] attempted to load a $ [redacted] cash load deposit to his account ending in ***RushCards records show that on November 5, 2015, [redacted] contacted RushCard Customer Service and advised that the [redacted] cash load deposit was not received on his RushCard accountAfter further research it was determined that the cash load was never received on RushCard’s endSince we have not received the cash load [redacted] will need to revert back to [redacted] Customer Service at ###-###-#### and file a pin claim regarding the missing load We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service

Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case [redacted] January 17, We received Ms [redacted] ’s complaint regarding the access of her funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We completely understand Ms [redacted] ’s concern with her accountWe are showing that a dispute was filed on 12/2/Disputes are handled in the order that they are received and could take 45-daysThey do not necessarily always take the whole timeframe, but we do give that in order to complete the investigation Bancorp handles all disputes on Rushcard’s behalf and Ms [redacted] will need to contact Bancorp for any updates regarding her disputeBancorp phone number is 1- [redacted] We sincerely apologize for any inconvenience this has caused Ms*** 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] CS – Audit/Compliance Analyst

Better Business Bureau W Seventh St Suite Cincinnati OH RE: Case [redacted] April 14, We received Mr Gray’s complaint regarding the availability of funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We apologize for the confusion that may have occurred between [redacted] and our customer service department [redacted] contacted our customer service department on 4/10/and 4/11/regarding a direct deposit from his school that had not posted to his account [redacted] was advised at that time that we had not received any direct deposit under his name or account number, and to please check with the remitter to make sure the deposit was sent with the correct account information On 4/13/we received [redacted] direct deposit and it has been posted to his account Please see below the details of the direct deposit Posted Date Effective Date Amount Type Deposit Status Description 4/13/ 4/13/ $ Direct Matched [redacted] 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

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] They have fixed my issue

Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case # [redacted] April 27, 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 On 4/22/ [redacted] filed a dispute for ATM non-dispense for $at [redacted] ***All RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedAfter investigating the dispute [redacted] claim was denied due to no error has been foundOn 4/6/at the time of the initial ATM transaction the funds were not dispense The ATM does its own settlement process and realized funds were actually not dispensed and voided the holdThe next day, the same bank credited the $ in error and then debited the credit that was done on [redacted] accountWe sincerely apologize for any confusion and frustration this has caused and attached to the complaint is the history of the ATM transaction We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

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 complaintEnough of games your doing and it's in the system and I spoken to the customer service and they have my [redacted] and stop play games! Enough of tag emails 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 For your reference, details of the offer I reviewed appear below The company said that they don't have enough information of mineI don't have an online account with them but I can provide my card numberThe card number I hold is [redacted] 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 For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I called the number given to me and it was not [redacted] ***s now and I dont have the info my credit union has asked of me

They still have not issued me my full direct deposit paymentThey keep giving run around say that it is in disputeThey still owe me $plus all my late fees I have inquired because of there neglegenceIf it was still in dispute then why did I receive some of the moneyI am tiers of dealing with these people who are rude and do not know what they are doingEvery time I call I get a different answerThank you [redacted]

The Revdex.com [redacted] ***Cincinnati Ohio [redacted] RE: Case [redacted] >February 14, We received Ms [redacted] ’ complaint regarding access to her funds and the level of customer service received due to his card being blocked RushCard logs all customer contact and activity associated with financial cards On 2/5/Ms [redacted] ’ card was blocked due to possible account take overPer process and procedure in the event verification cannot be completed we block the card and ask for additional documents to be sent in to validate the identity of the memberAfter reviewing Ms [redacted] ’ account, we were able to validate Ms [redacted] ’ identity through additional security questionsMs [redacted] ’ passed the security questions and card has been unblockedWe sincerely apologize that Ms [redacted] did not receive a call back from Corporate as she requested and for the misinformation that was provided Due to the inconvenience and frustration we have credited $ [redacted] to Ms [redacted] ’ account 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 size="3"> W Seventh St, Suite Cincinnati Ohio 45202- RE: Complaint [redacted] April 1, We received [redacted] complaint regarding the time in which it took to receive her bill payment check 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 [redacted] In when [redacted] requests to close the account, RushCard can only place a block onto the card not allowing any transactions to go throughThis however, does not stop loads from coming onto the accountI have personally spoken with [redacted] today, 4/1/2015, and she did inform me that the bill payment check has been receivedI also informed [redacted] that the account is blocked and there is now a flag on the account which will not allow any loads, which come through to her old RushCard, to post [redacted] will want to make sure that any and all deposits she may have come over to RushCard in the past are cancelledIn the even it is sent to RushCard, the funds will be returned but it can take some time for the remitter to receive the funds back 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

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] Liars

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 My daughter [redacted] and myself spoke to UniRush about her account and they hung up us They request her to fill out paperwork about her debit card being stolenShe filled out the requested paperwork and submitted it by deadline along with the police report She had other cards stolen at the same time and her money has since been return, but because the amount of money stolen from UniRush they refused to refund her money They said they didn't find any wrong doing, but the person who stole her debit cards has since been arrested They refuse to discuss anything else with her about it They said we will receive a letter in the mail to explain and about a month later received the letter with no explanationMy problem with UniRush they have people working that don't speak or understand English well, nor understand there job They get mad when you ask questions and hang up on you or tell you they will get the supervisor and then hang up 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 [redacted] have sent Rush Card a copy of my [redacted] ID, SOC Sec card, and a copy of a bill different times since January I also talked a [redacted] and they explained that they didn't have anything that do with the situation and since I was a Rush Card holder and Rush Card have to deal with [redacted] themselvesSo for anybody to say now that they need paper work it's not trueRush card has everything they need there just not willing to give me my money backI have been dealing with this over 1year and half and I think it's unfair for Rush Card to say I have to deal with [redacted] I have been dealing with both of themRush card and [redacted] keep saying that they sent the money to the State of [redacted] on October 16, or 17, When I called the State department they said they only received money for week's out the year which is June too June so somewhere someone is not telling the truthHowever while taking too the State department I was informed to request a proof of delivery from Rush Card and I did you different accusation and still no responseAnd now I have you saying to send information that Rush Card and [redacted] already have, so where do we go from here because Rush Card and [redacted] have everything 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 attached screenshots of when the original purchase settled(10-23-15) & a picture of the hold still pendingRushcard specifically stated the transaction was stuck in their system due to a system conversionMy funds have been held by Rushcard for over a month even after the original transaction had settled on my accountThe response they're submitting does not apply in my situation Regards, [redacted]