Unirush Financial Services

February 03, Roman",serif"> VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: January 29, 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 stated that RushCard provided incorrect information regarding Tax Refund on the website [redacted] also stated she would like to be reimbursed $for the tax preparer fee On January 28, [redacted] contacted corporate customer service to check the status of her tax refund [redacted] was advised that her tax refund had not been receivedOn February 2, the tax refund was received and posted to [redacted] RushCard accountOn February 3, a Corporate Customer Service Specialist attempted to contact [redacted] to advise that a reimbursement will not be provided We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service

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: 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 My question to you is if the agent went to get a supervisor , why was I not called back? You are taking Bono accountability for the company's mistakeOk if the call dropped, there should have been some type of contact made back to the customer who just got done waiting in queueThis is terrible business to place all the blame on your customer instead of just crediting me for my time and [redacted] me with your company Regards, [redacted]

The bill payment has been reversed and is just sitting in the blocked accountSince we spoke on June 8, no one has reissued the bill paymentThat means it has taken over a month for me to get my money back that was owed to meWould you please assist in expediting the remaining $in a timely fashion? 7-business days places me almost into a 2nd month, and honestly I can't afford thatPlease help! -***-

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] My name is [redacted] I read there letter and was shock they would say there is no record of my claimYes I did talk to her and she tried to catch me in a lieBut, I did make a mistake on the dates after all the times they have told lies anyone would forgetBut I went my records and gave her the proper datesWhich are 7/1/and 8/1/15: now he companies are [redacted] and [redacted] these are the dates I gave herthen she told you I didn'tSee this is what I have been going thru with these peoplethey know that they took my money but gives me excuse for all most a yearTo settle this case, I want dollarsFor all of the lies and messing up my creditEnter the text to appear at the bottom of each [redacted]

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] ***

June 16, 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 June 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 she experienced activation issues when she received her RushCard On June 16, 2015, RushCard has reversed the $onetime card fee back to [redacted] account and a bill payment check has been issued to the address on file [redacted] will receive the bill payment check within 7-business days and her account will remain closed We appreciate [redacted] feedback [redacted] 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 This information has already given this information on two occasions and they have still not resolved this issueI have also spent a considerable amount of time on the phone with them and this problem still hasn't been taken care of Regards, [redacted] ***

July 1, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] ***, on June 24, 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 requests a refund in the amount of $to be sent via [redacted] delivery [redacted] also stated that she was provided with conflicting information by RushCard customer service of when she will be credited her refund On March 12, 2015, [redacted] filed an unauthorized transaction dispute in the amount of $that posted to her accountOn April 8, 2015, [redacted] RushCard account was permanently closed in accordance to RushCard terms and conditionsOn June 9, the dispute was determine in [redacted] favor and a credit was applied to her RushCard accountOn June 25, 2015, a bill payment was issued for the remaining balance of $to the address on file [redacted] will receive the bill payment via [redacted] within to business daysA RushCard Customer Service Specialist attempted to contact [redacted] to advise the timeframe of the bill payment We appreciate [redacted] feedback and continuously review our process to provide a convenient and secure financial option for our card holders Tyree T Corporate Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10041261, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.While I am appreciative that Mr [redacted] responds to the complaint, he does NOT address my question with the details I have asked forMy direct question is WHAT TRANSACTIONS DID THEY (RUSH CARD) BASE THEIR DECISION TO CLOSE MY ACCOUNT ON? As I have stated in previous correspondence, there have been NO "out of the ordinary" activity on my accountI would like a straight answer as to why my account was closedAlthough I received the bill payment check for the balance of my funds, I still incurred extra charges due to the lack of accessibility of my fundsIt is NOT acceptable to disrupt people’s lives without causeI have used Rush Card services for over years to date and I don’t feel like the response justifies the actions takenI have provided a copy of my statements from 5/until 5/to assist Mr [redacted] in better addressing my question related to the specific activity that he is speaking ofAlso, I would like for him to cite the specific clause in the Cardholder Agreement that he says Rush Card feels I violated or wasn’t in compliance with 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] Problem: I've contacted in Irish several times about my refund check they said they sent it out on August 3,and I still haven't gotten it.I contacted in Irish again on August ,and spoken to a supervisor and she senta message to the back office and still no updates.I've asked them several times to please send me my bill pay refund express so I can get it

September 30, 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 September 23, 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 a card to card transfer was applied to the wrong account [redacted] stated she would like her funds deposited to the correct RushCard account and for associated fees be refunded On September 14, 2015, a card to card transfer was initiated by a third party in the amount of $to [redacted] RushCard account ending in *** On September 15, 2015, [redacted] contacted RushCard Customer Service and was advised that due to security purposes, RushCard employees unauthorized to process card to card transfers or reversals on a customer’s behalfOn September 22, 2015, an expedited card replacement was processed with a $ fee in order for [redacted] to receive her funds [redacted] received her replacement card and the funds were transferred back to the third party’s RushCard on September 23, Per the Cardholder Agreement, [redacted] is responsible for all fees that are associated with her RushCard account We appreciate [redacted] feedbackOur goal is to provide financial convenience and security supported by reliable customer service Tyree T Corporate Customer Service

Revdex.com [redacted] ***RE: [redacted] July 21, We received Ms [redacted] ’s complaint on the fees associated to her RushCard RushCard logs all customer contact and activity associated with financial cards We understand that Ms [redacted] has had issues with being charged an ATM fee at locations specified to be free to our customersThis is an issue that we are working with [redacted] ™ to get rectifiedThis should not be a common or frequent issue and we sincerely apologize for any inconvenience this may have causedWe show Ms [redacted] sent in an email as soon as she realized she was being charged and this should have been addressed right away – we apologize on the delay in getting her fees credited back to her accountI since have credited as a courtesy $ [redacted] which is a total of ATM Fee charged to Ms***’s Rushcard account in error.Again this is something being looked at very closely and we plan to have this issue resolved We apologize for the inconvenience experienced by Ms [redacted] These types of issues go directly against our mission of access and inclusion for everyone Regards, [redacted] CS – Audit/Compliance Analyst

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 06, 2016, [redacted] contacted UniRush to file a dispute claimShe said her card was used to process an unauthorized payment to [redacted] ** [redacted] stated she never authorized anyone to use her cardAt this point the dispute is under investigationsOnce dispute is finalized [redacted] will be notified by mail if the case has been approved or deniedA final credit will be issued by August 4th, if the case is approved 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: 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] [redacted]

Revdex.com [redacted] ***Re: [redacted] [redacted] January 29, 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 As stated in the previous response and screenshots that were provided, at the time of the transaction Ms [redacted] had funds available for the transaction to be processedThe representative released the pending hold before the expiration date because Ms [redacted] reported that the transaction was declined Merchants have up to days to settle on any account if the transaction has not been voided or cancelled on their endIn this case that is what happened to Ms [redacted] ’s account, which caused the account to go into a negative balance after the hold was releasedThis is not an error that was done on RushCard’s endRushCard is unable to stop any settlements that were already processed by the merchant We apologize for the inconvenience and the frustration this has caused We appreciate Ms [redacted] ’s feedback Regards, [redacted] Customer Service Specialist

June 15, 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 June 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 contends that RushCard held his funds from a pending authorization hold of $ [redacted] stated that the merchant received the correct payment amount and that the hold should have been credited to his account On May 31, [redacted] RushCard received a partial authorization hold for Country Inn & Suites in the amount of $On June 7, RushCard Customer Service received a call from [redacted] stating that the partial hold needed to be released sooner than the expiration date of June 10, RushCard customer service attempted to contact the merchant to verbally validate the hold with the member on the line, the action was left unresolved [redacted] called RushCard Customer Service on June 9, and the representative manually released the pending hold to his RushCard accountOn June 15, 2015, A Corporate Customer Service Specialist attempted to contact [redacted] and we’re waiting for his returned call We appreciate [redacted] feedback and sincerely apologize for the inconvenience this matter has caused Tyree Turner Corporate Customer Service

[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 is satisfactory to me Rushcard did as they saidThanks for everyone assisting Regards, [redacted] ***

July 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [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] ’s complaint contends that her pre authorization holds totaling $are being held by RushCard even though the merchant has cancelled the transaction to release the hold [redacted] is requesting that her funds be released back to her RushCard account as soon as possible On July 14, [redacted] contacted RushCard regarding the transaction being held on her account from [redacted] She spoke with our contact center and indicated the transaction has been cancelled and indicated a merchant hold letter would be faxed to customer service for review to release the pre-authorization [redacted] has a policy to not provide merchant hold release letters to any financial institutionsRushCard’s policy regarding releasing pending holds requires a merchant hold letter be submitted, unfortunately we are unable to manually release pre-authorized holds without the letterHowever, we give merchants calendar days to claim the funds and if they are not claimed the funds are automatically released back to the account We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service

February 19, VIA ONLINE SUBMISSION: Better Business Bureau W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 08, 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 Per previous response, On February 11, 2016, [redacted] error allegation dispute was denied due to no error occurredIf [redacted] does not agree with the outcome of the dispute he may send a rebuttal letter to reopen the denied error allegation dispute [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service