Unirush Financial Services

May 18, 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 May 11, 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 has not been in contact with her regarding the status of her error allegation dispute filed on February 17, for $1, Ms [redacted] also stated she has received conflicting information from RushCard Customer Service Representatives about the status of the dispute investigation On February 17, [redacted] filed an error allegation dispute regarding a $1,charge on her accountAll RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelines On May 15, 2015, [redacted] error allegation dispute was decided in her favor and a final credit of $1,was issued to her account A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise her of the outcome of the investigationA letter has been sent to the address on the account notifying [redacted] of the resolution The error allegation dispute has been closed, and as such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service

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 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 Regards, [redacted] To the Revdex.com I [redacted] received an e-mail from you stating that I must send Rush Card a fax with certain information; like a copy of a bill, a copy of my soc sec card, plus a copy of my [redacted] IDI sent different times and they still refuse to resolved this matter its been since I fax over the last fax on April 21, to fax # ###-###-####.Called Rush Card on April 26, to see if they received the fax talked to the supervisor Lex employee # [redacted] he informed me that I have inquired about this situation times with no help since January 6, I was also informed that Rush Card do not know what to do nextSo I'm asking the Revdex.com where do I go from hereThe fax number they sent was not for Rush Card it was suppose to go to [redacted] and still this issue is not resolvedDesired Outcome: I would like my money back with interest because they held my money so long what Rush Card owes me is $from until now

Revdex.com:I have not received any update or response regarding my complaintThe business is stating they need days to complete the process and refund my fundsIn the mean time the wait time to call is hours and the only thing the agents are doing is apologizing and asking for our patience Regards, [redacted]

Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case [redacted] March 31, We received [redacted] complaint regarding the outcome of her dispute and the level of customer service received RushCard logs all customer contact and activity associated with financial cards On 3/18/ [redacted] filed a dispute in regards to an unauthorized transaction 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 has been denied due to no pin failed attempts with the merchant, therefore no error was foundWe completely understand [redacted] concern with the outcome of her dispute and is unable to credit the account [redacted] will receive a letter explaining the denial and can file a dispute for the outcome of the claim by following the instructions on the letter receivedWe sincerely apologize for any inconvenience this has caused We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist

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 error was that I was told by your corporate representative that I should have received a call back after the call was disconnectedSo someone is not sure of the process of how to properly follow up with your customersNo one ever thought to reach out to the customer? And why would your representative from corporate tell me that I should have received a call back? Regards, [redacted]

After moving and being unable to locate my card, I put a block on the card from their online portalOnce I located the card, they would not let me unblock the card online, informing me I had to call and speak with a repI started calling at 8am , its now 5P, and I have not spoke with a soul yetI have sat on the phone waiting for increments of minutes, called different numbers and nothingIts almost like they know my card is blocked & im calling for my fundsIts ridiculous! One attempt, the music was playing & next thing you know, I was directed to a survey about my experience with the rep that still hadnt answered my callAny other time, I have spoke with someone in less than minutes of callingI have been reading, & a lot of people have had money taken with no resolution! Please start an investigation on [redacted] and this RIPOFFCARDHe's embezzling our money & making it almost impossible to push foward and recover whats rightfully ours!

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] This company refuses to answer the phone the minute caller ID clicks inIf I call from any other phone they answer, and put me on hold for minutes before I hung upThis is still occurring today despite this companies lies

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.I want a formal apology over the phone at [redacted] and to close my account Regards, [redacted] ***

To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his card after that [redacted] is disputing a transaction made at [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, and [redacted] located in [redacted] **UniRush denied the case because of what merchant providedOn June 29th and July 08th, we contacted [redacted] and spoke with the front deskThey confirmed [redacted] was present at the time of the transaction with his Rushcard and Identification cardFront desk confirmed anytime someone checks in they are required to check for identificationBased on that, and the documents provided we concluded no error occurred We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter

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 belowI spoke with Bancorp at the number that was provided I understand there is a 45-day waiting periodI feel as if they should move my claim up because I waited almost three weeks to receive the dispute forms and I would have never received them if I did not call back to let them know they never came in the mailI keep being told that it has not been reviewed yet and can never get a supervisor on the phone when I request to speak with oneThis has caused me to be behind in all my bills and I cant make promise to pay because they can not give me a date to be expecting my funds back Regards, [redacted]

Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] March 18, We received Mr***’s complaint regarding access to her funds and his 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 business Mr***’s account was blocked per Mr [redacted] changed his address upon receiving federal tax refund deposit and requested a new card be sentWe requested copies of valid DL/State ID, SS card and proof of address dated within the last daysThere’s acceptable documents we accept as proof of address and all have to be dated within the last days, I’ve listed them below: Utility bill (gas, electric, water, etc.) Phone bill Paycheck stub Benefits letter (child support, food stamps/assistance) Insurance bill (car, house/renters) Mr [redacted] has not sent in any of the above documents to validate his current addressUpon receiving any of the valid documents listed above dated within the last days we will be more than willing to unblock his account We appreciate Mr***’s feedback and look to assist in any way to expedite this matter but in order to do so we will need valid documentation sent in to our office to accommodate his request Regards, [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 Hello, to whom it may concernThank you for following up on this matter for meHowever I am not ok, nor satisfied with the reply they gave meRushcard is acting as if during their technical difficulties and errors that issues have not arosei am glad they they worked on a solution to every-ones problemMY ISSUE is that AFTER my money finally came through they ended up taking a processor credit FROM MEon their end they are showing their system has it recorded as they sent me the payment twiceok I understand that and I get what they are trying to tell meHOWEVER I DID NOT RECEIVE THAT PAYMENT TWICE ON MY CARDI RECEIVED IT ONLY ONE TIME WHICH WAS MY PAY FOR WEEKS OF WORKso I truly believe that on their part it is an errori have been a loyal customer to them for a few years and they TOOK MY PAY just because it shows they sent it twiceIm not arguing that it may show it, BUT I DID NOTREPEAT DID NOT RECEIVE IT ON MY DEBIT CARD ENDING IN [redacted] TWICEONLY ONCE WHICH WAS MY PAY AND I WOULD LIKE MY $BACK IMMEDIATELYThey were having errors so how can they say their system cant glich and say it was sent twicei could care less about thatbut I do want my money that they took because of an error Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I am writing in regards to the response email I received from you earlier today The following message was Rushcard's response: November 3, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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 [redacted] ’s complaint contends that she was unable to get in contact with RushCard customer service [redacted] also would like to be refunded for a $transaction that was made on her RushCard accountRushCard experienced a significant service interruption on Monday, October 12, related to our processor conversionWe 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 throughOn October 10, 2015, a transaction for $from [redacted] was processed on [redacted] RushCard accountOn October 12, 2015, the transaction settled on the account [redacted] will need to contact the merchant to receive a refundIf [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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 I did as the email stated and I called [redacted] and spoke with the Manager, Stephanie She advised me that SHE personally refunded my Rushcard on 10/10/in the amount of $and she double-checked and the refund was ACCEPTED by Rushcard Rushcard NEVER added the money back into my account The problem is with Rushcard, NOT [redacted] *** I have continued to call Rushcard, and email Rushcard EVERY DAY, MULTIPLE TIMES A DAY, since October 11, I cannot reach a person....PERIOD I think I have been MORE than patient with Rushcard and am hoping that You, Revdex.com, can get through to them to get this corrected! I appreciate all that you are doing and look forward to hearing from you soon! Thank You!! [redacted] Complaint# [redacted] Submitted on 10/29/

The Revdex.com [redacted] RE: [redacted] October 7, We received Ms [redacted] ’s complaint regarding the unauthorized transaction and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We show Ms [redacted] has two accounts with RushCard and has been receiving direct deposit since 1/3/Since 1/30/Ms [redacted] ’s direct deposits are set up to be redirected to her second accountThis feature is available on our cardholders online account websitePrior to this feature being set up on the account the direct deposits were unable to be redirected to the second account due to an unauthorized settled transaction of $ [redacted] from [redacted] RENT-A-CAR on 9/25/that drove the account into a negative balanceOn 10/1/this issue was escalated to Corporate and an agent reached out to Ms [redacted] to file a dispute and was advised of the provisional credit and dispute processMonthly fees will not be compensated and we are currently researching how the direct deposit redirect feature was set up since Ms [redacted] did mention she does not remember agreeing to this We sincerely apologize for any inconvenience this has caused Ms [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

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 sent them the [redacted] letter thought via e mail on December 10, 21, and 23th of and here the letter I wrote to them They kept playing games and Didn't choose to response and or do anything to credit back the exactly amount and I never received the as they mention it and it's complete untrue and I have checked my balance and statement and there isn't any credit as they statedand I'm gonna enclosed the email that I have sent to them I have gave them all info as they asked and they kept going through the same games they are doing., I have nothing interested to continue since I'm fed up with their games and liesI know what I have authorized the card what I purchasedThey put me like accuse me that I did which I didn't do! Hello [redacted] , Thank you for contacting RushCard Member ServicesWe appreciate your email interest and we will be happy to assist youWe were unable to locate your account with the information you providedFor the security of your account, please verify the following information: -Last four digits of your Social Security Number-Last four digits of your Card Number Once this information has been verified, we would be glad to provide information regarding your RushCard accountIf you have further questions, please do not hesitate to contact us Jasper B.Member Services Representativewww.rushcard.com###-###-#### [redacted] =======Subject: Rebuttal letter To whom concern I have sent email several times and I have disagreed about the dispute of Something like that til I received a letter and you think I did authorities those transactions! WHICH I NEVER DID AUTHORIZED ANY TRANSACTION AND LAST TIME I USED WAS THE AIRPLANE TICKET! Til I checked my balance and found out it went so low fast and I had to do the researching where the money have been going toI didn't wanted to use that card because I was save it for my trip and to be with my family for holiday and you guys assume it was me which I NEVER PURCHASED OR MAKING ANY TRANSACTIONS! I HAD PROBLEM ISSUES WITH MY FORMER ROOMMATE WHO STOLEN AND USED MY CARD WITHOUT MY KNOWABLE AND I REPORTED AND EVERYTHING AND I CUT MY CARD BECAUSE OF IT WASN'T MY TRANSACTION !!!!I WOULD BE APPRECIATE TO HAVE ALL MY MONEY BACK PERIOD [redacted] 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 although is not satisfactory I am done arguing over it 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 Up until now the late posting of direct deposit and late posting of ACH debit was not correctedThe money was not put back in my account and the charges was never reverseI am demanding that the business correct the balance on my account and remove the ACH posting in my account in the amount of $I've been patient enough regarding this matterThis issue had caused tremendous hardship on my part as I am late in paying all my bills to the point that I incurred several late chargesI need Rushcard Unirush LLC to resolve this matter and credit m,y account with the appropriate amount immediately Regards, [redacted]

February 04, VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 28, 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 contends that RushCard is withholding her money [redacted] also stated she was advised on January 27, that she would receive her funds in one hour On January 27, 2016, [redacted] contacted RushCard customer service to request Express Cash for the available balance on her RushCard account [redacted] was advised that the request was submitted and the process would take one to two business days On January 28, [redacted] available balance of $was issued via Express Cash and a reference number was provided to retrieve the fundsOn February 3, a RushCard Corporate Customer Service Specialist contacted [redacted] and confirmed that her funds were received We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service