Unirush Financial Services

Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 22, We received Ms [redacted] complaint regarding access to her funds and his card being blockedRushCard logs all customer contact and activity associated with financial cards According to our records we show Ms***’s card was blocked due to her failing to validate specific information on her account We take our customer’s through a verification anytime they call starting with identity information if at any time this information cannot be verified we will block the card and request documentation to validate the member’s identity and proof of addressWe received validate documents as they relate to her identity (copies of DL/State ID and SS# card) however the proof of address initially submitted was unacceptableI’ve supplied 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) Ms***’s account was forwarded to our Risk management staff for review and upon reviewing notes on her account our Risk team honored her proof of addressMs***’s card is now unblocked (4/17/2014) and available for useWe apologize for any inconvenience and frustrations this may have caused her We appreciate Ms***’s feedback and membership with us here at Rushcard Regards, [redacted] CS – Audit/Compliance Analyst

The Revdex.com [redacted] *** [redacted] RE: [redacted] April 7, We received Ms [redacted] ’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 [redacted] ’s concern with the pending hold that was 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 stating the hold is okay to be releasedOur policy in Merchant Hold Release requires a letter to be typed on company letterhead including Ms [redacted] ’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 On 3/31/Ms [redacted] spoke with multiple RushCard agents attempting to have us release the hold that was on the accountA representative did reach out to [redacted] to request a merchant hold release letter, they refused to send oneUnfortunately, without that letter we are unable to release the holdI am showing the funds were credited back to Ms [redacted] ’s account on 4/6/which was the expiration date of the hold We sincerely apologize for any inconvenience this has caused Ms [redacted] and we appreciate her 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] The company Still has not provided a date to when $will be back into my accountthis company system was down for weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!! You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less

RevDex.com [redacted] RE: Case [redacted] January 5, We received Mr [redacted] ’s complaint regarding the access of his funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards On 12/16/Mr [redacted] filed a dispute in regards to an unauthorized transaction for $ [redacted] at [redacted] # [redacted] **All Rush Card disputes are handled through our dedicated dispute team and are worked in the order that they are receivedAfter investigating the dispute they have denied Mr [redacted] claim due to valid transactions made prior and after the disputed transactionWe completely understand Mr [redacted] concern with the outcome of his dispute and is unable to credit the accountMr [redacted] should have received 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 Mr [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

The Revdex.com [redacted] RE: [redacted] April 15, We received [redacted] complaint regarding her Rushcard accountRushCard logs all customer contact and activity associated with financial cards We have researched [redacted] dispute in regards to being charged ATM fees of $ [redacted] on ATM withdrawalsMoneyPass® ATM withdrawals should not produce an ATM fee from RushcardAfter researching the most recent ATM withdrawals on [redacted] ’s account we show she withdrew funds from an ATM located at [redacted] ***Per MoneyPass® website the ATM at this location is not a valid participating ATMsI’ve supplied a link to MoneyPass® website showing participating ATMs based on [redacted] ’s zip-codeShe can always locate participating MoneyPass® ATMs through Rushcard.com as well http://www.moneypass.com/atm-locator.aspx?zipcode= As a courtesy I’ve applied a one-time courtesy credit of $ [redacted] to [redacted] ’s accountWe apologize for any confusion and inconvenience this has caused [redacted] We appreciate [redacted] ’s feedback and appreciate [redacted] as Rushcard member Regards, [redacted] CS – Audit/Compliance Analyst

RevDex.com W Seventh St Suite Cincinnati Ohio 0.0001pt;">RE: Case [redacted] April 1, We received Mr [redacted] ’s complaint regarding the access to his funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards In the event a cash load has been deposited to a card in error we require correspondence from the cash load vendor i.e., [redacted] ***, [redacted] , [redacted] ***, etcacknowledging the error and giving us instruction on where to apply the mis-posted funds toWe sincerely apologize for the inconvenience this may have caused Mr [redacted] we needed to verify with [redacted] *** that we could apply the funds to his accountWe received correspondence from [redacted] to apply the mis-posted funds of $to Mr [redacted] ’s account on 3/28/ We apologize for the confusion, frustration and inconvenience this has caused Mr [redacted] We appreciate his feedbackThese type of issues go directly against our mission of access and inclusion for all our members and we look to be clearer to avoid similar problems in the future Regards, [redacted] CS – Audit/Compliance Analyst

Hi ***, We have responded to this customer several times, by direct phone contact and now BBB. We don’t have any additional information to provide. We have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were not. Can we please close this complaint. Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com

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 do not consider this matter closed and waiting the status of future deposits that are to post to my account in the up coming week I will make my decision based on the status of these deposits in a timely fashion In addition, while I did receive refunds for the outage and fees, I am conitnually being charged feesI have determined that these fees are unwarranted and I will be pursuing further action accordingly 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 This does not fix anything as far as the holiday fee schedule I feel we should be compensated because of the inconvience you all caused I lost my apartment and was unable to pay some bills.a Regards, [redacted]

Revdex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] June 5, pre;"> We received Mrs [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 Rushcard does not accept third party deposits we show Mrs [redacted] received third party deposits in the amounts of $(5/27/2014), $(5/27/2014), $(5/27/2014) and $(5/22/2014)Our system will automatically return third party deposits after calendar days and it takes anywhere from 3-business days for the deposit to reach the remitterWe show the deposits for $1.00, $40.00, and $were returned automatically on 6/3/and the deposit $was returned on 5/23/Based on our notes we show Mrs [redacted] had contacted our centers and reached out to us via Facebook to inquire about her husband’s funds being returned to himWe were able to discover at the time of the contact with us the deposits should have been returnedAgent feedback has been provided to the agents involvedWe apologize for any inconvenience this may have caused both Ms [redacted] and her husbandAs a courtesy we have applied a one-time courtesy credit of $for the inconvenience and the mishandling of Mrs [redacted] ’s account We appreciate Mrs [redacted] feedback and her membership with us here at RushcardThese 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

April 13, 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 # [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on April 8, 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 contends that RushCard would not release an authorization hold that was made on April 6, in the amount of $ [redacted] also states that she would like the funds credited back to her account On April 7, [redacted] contacted RushCard customer service to inquire about an authorization hold for $ [redacted] was advised to fax a merchant hold release letter from the merchantThe hold release letter was received, a call was placed to the merchant to have the pending hold released on April 12, On April 12, 2016, the transaction hold for $was released On April 12, a corporate customer service specialist contacted [redacted] to provide this information We appreciate [redacted] feedback and hope to provide a better understanding on the authorization process Regards, RushCard Corporate Customer Service

March 18, 2016 normal;"> VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 17, 2016 To 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] complaint contends that her card is stating that it is expired. [redacted] also states that she needs the funds on her RushCard account. [redacted] would like to close her Rushcard account. On March 8, 2016, [redacted] called RushCard customer service to indicate that she could not make transactions using her RushCard. The card ending in [redacted] that [redacted] is using is expired. A replacement card was processed on January 30, 2016. Due to related system errors, a new RushCard could not be generated for [redacted] . On March 17, 2016, express cash was issued to [redacted] for the funds on her RushCard account. A corporate customer service representative attempted to reach out [redacted] to advise her of this information. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced. Our goal is to provide financial convenience supported by reliable customer service.

RevDex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] April 1, We received [redacted] complaint regarding the availability of funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards Due to [redacted] not applying for the cardholder for herself, we will not be unblocking the account and it has been closed, no documents will be needed to be sent into RushCardWe have not issued the check to the [redacted] yet, but it will be sent by the end of this weekOnce the check is sent and the [redacted] receives the partial remaining funds, [redacted] will need to speak with them regarding claiming the funds 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. For your reference, details of the offer I reviewed appear below. RUSHCARD HAD SPECIFIC INSTRUCTIONS NOT TO ALLOW ANY TRANSACTIONS FROM THIS COMPANY DUE TO A PROBLEM WITH THE [redacted] MACHINE. THEY BREACHED THIS AGREEMENT. THEY WERE MADE AWARE WELL IN ADVANCE OF A PROBLEM WITH THIS MACHINE AND IN ADDITION, AT THE TIME THE TRANSACTION WENT THROUGH, THERE WERE NOT ENOUGH FUNDS IN MY ACCOUNT DUE TO ME TAKING THEM OUT FROM ANOTHER ATM. THIS PUT MY ACCOUNT INTO ARREARS... THIS IS A DEBIT ACCOUNT NOT A CREDIT ACCOUNT -- A TRANSACTION IS NOT TO BE PROCESSED IF FUNDS ARE NOT IN THE ACCOUNT. RUSHCARD COULD AT LEAST PLACE THE FUNDS BACK INTO MY ACCOUNT IN GOOD FAITH WHILE WAITING TO HEAR FROM [redacted] . THIS TRANSACTION WAS COMPLETELY RUSHCARD'S ERROR AND NOT MINE BUT I'M THE ONE BEING PENALIZED -- BACK YOUR COMPANY UP, RUSHCARD -- PUT THE FUNDS BACK INTO MY ACCOUNT. 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 just don't understandAll you (UniRush) keeps doing is sending me the SAME emailSTOP SENDING ME THE SAME THING AND ANSWER MY CONCERN! I will REJECT EVERY response until I get my question/concerned answeredSo AGAIN for the 4+ times WHY WAS MY [redacted] CASH LOAD REJECTED BY UNIRUSH ON 11/AND 11/when they tried to resend it again to correct issue!!!??? DO NOT SEND ME YOUR SAME GENERATED EMAIL I KNOW WHAT HAPPENED IM THE CONSUMNER WHO WENT THROUGH IT MY CONCERN HAS BEEN FOR THE LAST (if not more) emails WHY DID UNIRUSH REJECT NY CASH LOAD? UniRush messed up but clearly won't take the fault for it!! If I need to call your cooperative office myself to get the answer, I WILL DO SO! Regards, [redacted] ***

Revdex.com [redacted] Cincinnati Ohio [redacted] 'Segoe UI', sans-serif;"> RE: Case [redacted] June 6, We received Ms [redacted] complaint as it relates to access to her funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards We understand her frustration and the inconvenience this may causeBancorp needs to conduct an investigation and during this process she can always contact BancorpBancorp handles all Rushcard disputes and they will be able to supply updates and statuses on the claim Ms [redacted] submitted We advise Ms [redacted] to continue to stay in contact with BancorpBancorp’s contact telephone number is [redacted] Again we apologize for the inconvenience and the frustration this may cause 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 Yes I do have access to my funds now but have only received call from Rush during this entire ordealAn additional $credit did not pay my late charge to my finance company and me not being able to access my funds on the first day does not constitute for it eitherIf RushCard takes their customers as serious as they say they do I should have received multiple calls trying to rectify this matterI'm not asking for a handout but for them to compensate me for late fee I was billed due to their system malfunctionOnce I can be reimburse for their errors I can consider this case closedAs of right now this case is still open because I have not received compensation 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 Unless someone from RushCard made a duplicate card and RushCard are the only ones that know my pinIm just going to have my attorney work this outIf I work in [redacted] and live here there is no way my card could magically be used in another townI just want my money back Work Schedule for Thursday Thursday June 23, Clock In 7:40am Lunch 12:00-12:Clock Out 5:04pm Regards, [redacted]

Revdex.com [redacted] RE: Case [redacted] November 20, We received Mr [redacted] ’s complaint regarding the availability of his funds and the level of customer service received RushCard logs all customer contact and activity associated with financial cards After reviewing the account Mr [redacted] was educated of the timeframe 1-hours to receive documents via fax and 1-business days for Corporate to review after receiving the documentsOn 11/6/documents were received and reviewed by Corporate and was advised that proof of address is needed due to address on remitter letter not matching the address on the account Mr [redacted] was unable to provide proof of address and requested that the direct deposit be returned back to the remitter on 11/10/Unfortunately, the call centers do not have access to our corporate phone number and all inquiries are communicated via emailWe apologize for the misinformation and the inconvenience this has caused Mr [redacted] We do assure Mr [redacted] that all calls associated with his account will be pulled so we are able to coach and train every representative involved on the correct procedures with handling these types of calls 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

January 26, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: January 24, 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 she is missing $from her RushCard account [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue On January 24, 2016, [redacted] attempted to process a $card to card transfer from her Rush Goals account to her RushCardThe card to card transferred failed and the funds were deducted from [redacted] Rush Goals accountOn January 26, a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush Goals account 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