Unirush Financial Services

On July 14th, we concluded an error occurredAs a result, credit in the amount of $was posted to the account We appreciate [redacted] feedback regarding this matter, the opportunity this will provide for us to improve upon this letter

The Revdex.com [redacted] ***Cincinnati Ohio [redacted] RE: [redacted] June 5, 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 We completely understand Ms***’s concern with the pending hold of $ [redacted] on her RushCardIn most cases the merchant will void the transaction on their side and this process minimizes that day hold release processSince the transaction was over $ [redacted] we require a letter directly from the merchant giving us authorization to release the holdWe have received an email copy of the cancellation which is not documentation that is acceptableWe have also received a word document supplying information on the cancellationOur policy in Merchant Hold Release requires a letter to be typed on company letterhead including Ms***’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) for the person sending the letter We need to validate with the person sending the letter as we make an outbound call to the individual giving the authorizationWe understand this may be somewhat of an inconvenience but this is in place to make sure we process the release and make sure all parties involved customer, merchant and Rushcard are in agreement the release is validWe’re showing the authorization is to expire without any action on 6/8/– if Ms [redacted] is looking to have it released prior we will need the information provided as required documentation We sincerely apologize for any inconvenience this has caused Ms***’s 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] CS – Audit/Compliance Analyst

July 14, VIA ONLINE SUBMISSION: Revdex.com® 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 July 13, 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 she needs assistance in retrieving her July direct deposits [redacted] would like this to be completed as soon as possible On June 30, there was a express cash (money gram) processed and [redacted] was advised that a valid State ID/Driver’s License would need to present upon funds pick up [redacted] informed us the name did not match and requested the express cash be cancelledThe express cash was cancelled on June 30, 2016, however there was a delay in the reversal of funds and we have offered our sincere apologies – we have processed the reversal of funds back to [redacted] accountWe show [redacted] ordered a replacement card via [redacted] and as a courtesy we have waived the $fee and $replacement fee that was applied to [redacted] account We appreciate [redacted] ***’ feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard Corporate Customer Service

August 05th, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] ***Complaint number: Revdex.com # [redacted] Complaint date: July 26th, 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 July 11th, 2016, [redacted] contacted UniRush to dispute two transactions that occurred on the same day, at [redacted] in [redacted] , *** [redacted] claimed her card was lost on July 10th, 2016, and does not know where she lost her RushCardShe stated she did not make the transactions or authorized anyone to use her card.On July 18th, 2016, [redacted] ***’s claim was denied due to pattern and no failed pin attemptsOn August 3rd, 2016, after UniRush Disputes Management reviewed [redacted] claim, it was approved in her FavorCredit totaling $posted to her Rushcard accountWe appreciate [redacted] feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him.Regards,RushCard Corporate Customer Service

Revdex.com W Seventh Street, Suite Cincinnati, Ohio RE: Case [redacted] March 8, We received Mr ***’s complaint regarding access to his funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards During tax season here at Rushcard we experience an enormous amount of fraudulent and suspicious activityTax refund deposits are heavily scrutinized and in some cases we may ask for verification documentation to post deposits We show we received a federal tax refund deposit for Mr [redacted] on 2/20/with an effective date of 2/21/ We requested additional documentation to validate his account and the tax refundsThe validation process must be completed prior to any funds being releasedWe acknowledge the delay in posting the deposit, typically there’s a 2-business dayWe show Mr***’s tax refund was a joint return and we needed additional documentation to complete validation prior to posting the depositUpon receiving all necessary documentation to validate Mr***’s account and tax refund our corporate staff was able to post and release Mr***’s tax refund on 3/3/We sincerely apologize for the delay and any inconvenience it may have caused Mr*** We appreciate Mr***’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] CS – Audit/Compliance Analyst

October 20, 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 October 8, 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 pertains that she did not have access to her funds until October 15, 2015, which caused her to incurred late fees [redacted] requested a $in late fees be refunded 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 On October 20, 2015, a Corporate Customer Service Specialist attempted to contact [redacted] to advise her that $was credited to her account We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion Our goal is to provide financial convenience supported by reliable customer service Kathy R 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 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]

July 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 15, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard failed to provide him access to his deposit on 5/25/& 6/27/ On May 25, 2016, [redacted] direct deposit posted to his account at 10:PM EST RushCard post deposits throughout the day as they are received, deposit are not held [redacted] funds were available once the deposit post to the account [redacted] called on June 24, and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, [redacted] deposit posted on June 27, and he had unlimited access to his fundsRushCard has offered several times to send [redacted] his statements showing the transaction of the deposit positingOn July 18, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him of thisA detailed message was left [redacted] called back and left a message stating he has obtained a lawyer and that his lawyer will be handling this issue going forward We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service

August 09th, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint : July 28th, 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 July 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his accountOn July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted] On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] addressTo investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted] .We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service

RevDex.com [redacted] RE: Case # [redacted] March 31, We received Ms***’s 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 completely understand Ms***’s concern with the outcome of her disputes for the transactions of $ [redacted] from [redacted] and $ [redacted] from ***The dispute team received the rebuttal letter on 3/24/and per additional investigation there were no pin failed attempts recorded on the accountThis has been concluded that there is no error that happened in the disputeNo credit will be issued and the claim has been closedAs for the other dispute, Ms***’s account was credited for a provisional credit of $ [redacted] from the claim that was filed on 1/3/Claim is still in progress and will take days for a resolution We apologize for any inconvenience this has caused Ms*** We 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 [redacted] 150%;"> [redacted] RE: Case [redacted] October 27, We received Mr [redacted] ’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 The direct deposit in question was received by RushCard with a pay date of 10/20/Since the direct deposit was over our card load limit of $ [redacted] additional documentation was required from Mr [redacted] of his driver’s license or state identification card, social security card, and letter from the remitter validating the deposit amount as well as the address on the accountI am showing that the documents were received from Mr [redacted] on 10/20/and were forwarded over to the corporate office for reviewThe process of validating documents can take 24-business hours to be reviewed and because of the very large dollar amount addition validation had to be completed prior to posting the funds Several agents from our Corporate Office contacted Mr [redacted] and advised him that due to no match of address on the account and on the remitter letter, we requested that he send in proof of address (POA) providing the address on the accountMr [redacted] never called in to update the address and is unable to provide POASince POA for the address on the account is unable to be provided, we requested that he send in POA for his current addressMr [redacted] is unable to provide POA for his current address as well, therefore the direct deposit was returned back to the remitter on 10/27/It does take 3-business days for the remitter to receive the funds back and then he will have to claim the fundsWe sincerely apologize for any inconvenience this has caused Mr [redacted] We appreciate Mr [redacted] ’s 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 "signed dispute formmerchant did not include an email address or a return address for form."See attached Regards, [redacted]

October 28, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] Date: October 28, 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 28, 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 was not able to release a pending unauthorized transaction on her account [redacted] also states that she would like the funds of $1,credited back to the account On October 28, 2016, a corporate customer service representative contacted [redacted] to discuss the pending transaction of $1,from [redacted] We do show that [redacted] has filed a dispute through our dispute department We have advised [redacted] that the research time frame is 45-days for completion We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service

July 1, VIA ONLINE SUBMISSION: RevDex.com® 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 June 25, 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 has not received her funds from an error allegation dispute filed on June 4, in the amount of $ [redacted] also stated that RushCard closed her account and requests for her account to be reopened Per response, On June 16, 2015, [redacted] ’ RushCard account was permanently closed in accordance to RushCard terms and conditions [redacted] was refunded the error allegation dispute charge on June 25, On June 29, a $provisional credit was reversed from [redacted] account which caused the account to go into a negative status and debited the dispute chargeThe error allegation dispute has been final and [redacted] ’ will receive a letter in the mail regarding the outcome of the disputeOn July 1, a RushCard Customer Service Specialist contacted [redacted] and advised her of this information We appreciate [redacted] ’ feedback and continue to review our processes to assure customer protection and convenience Tyree T Corporate Customer Service

June 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 5, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that his funds for $is being held by RushCard, and cannot be released [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service On June 3, [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $ On June 4, [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold We were unable to speak with the direct contact representative directly As of June 6, the pending hold for $has been released On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service

I called the required number and spoke to a rep, they have not sent my letter out, and they are saying that to fax it will be 7-business days, this is unacceptable

Revdex.com [redacted] ***Re: [redacted] May 2, We received [redacted] ***’ complaint regarding access to her funds and her card being blockedRushCard logs all customer contact and activity associated with financial cards Per policy and procedure a hold will be placed on a card to card transfer by our Risk team as a precautionary measure to review [redacted] attempted to transfer $ [redacted] to another Rushcard member [redacted] and the recipient’s cards were blocked and verification documentation has been requestedWe have supplied secured methods which would allow both members to submit the documentation for our Risk team to viewAt this time until necessary documentation has been submitted our Risk team will not release the funds and/or unblock their cards We apologize for any inconvenience and frustration this may have caused [redacted] ***We look forward to resolving this issue as soon as we receive the necessary documentation requestedUpon receiving the necessary documents and those documents are validated we will unblock [redacted] accountOur goal is to make sure we not only protect our members but also protect the integrity of Rushcard Regards, [redacted] CS - Audit/Compliance Analyst

October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurancePer RushCard Cardholder Agreement, the dispute process can take up to to daysThere is no update regarding Ms [redacted] ’s disputes claim 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

Revdex.com W Seventh Street, Suite Cincinnati, Ohio RE: Case [redacted] March 4, We received Mr [redacted] ’s complaint regarding access to his funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards During tax season here at Rushcard we experience an enormous amount of fraudulent and suspicious activityTax refund deposits are heavily scrutinized and in some cases we may ask for verification documentation to post deposits We show we received a federal tax refund deposit for Mr [redacted] on 2/18/with an effective date of 2/20/ We requested additional documentation to validate her account and the tax refundsThe validation process must be completed prior to any funds being releasedWe acknowledge the delay in posting the deposit, typically there’s a 2-business day turnaround but the President’s Day holiday added a couple more days to the turnaround time for processingUpon receiving all necessary documentation to validate Mr [redacted] ’s account and tax refund our corporate staff was able to post and release Mr [redacted] ’s tax refund on 2/28/We sincerely apologize for the delay and any inconvenience it 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] 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 After reading all the complaints from other Rushcard members having the same problem I can see there system is not workingI will be faxing, emailing, and mailing copy of ***, copy of social security card , copy of IRS tax return, I am hoping this will be enough to avoid funds being sent back to IRS It doesn't make sense why the funds would be mailed by check to IRS, your only creating more of an inconvienance to your customers causing them to endure financial hardship Please accept proof as it is valid and let resolve this matterWhy do advertise your card to be such a great product and service when in reality it's has only been a nightmare for many of your customers The IRS felt confident in sending you my refund check, Rushcard was confident in making the deposit why now do you chose to place such a big burden on meRushCard-- a prepaid Visa card co-founded by Russell .in order to provide financial freedom and access long denied to an underserved population-- boy this statement is a lieYour decisions on how you handle you customers account is unfair, you place so much control over our funds not knowing how the outcome of your decision affects are life in a stressful negative way Regards, [redacted]