Unirush Financial Services

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 still reject thier response, but you may close the case Thank you, Regards, [redacted]

The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- RE: [redacted] June 3, We received Ms [redacted] ’s complaint regarding her Rushcard accountRushCard logs all customer contact and activity associated with financial cards We understand Ms [redacted] is looking for clarity on our ATM fee policy as it relates to our partnership with Money Pass and our Unlimited PlanFirst and foremost we would like to apologize for any inconvenience and confusion Ms [redacted] may have experienced in her recent calls to our call centersMs [redacted] has been a Rushcard member with us sometime and we value her membership with us and we want our policy and procedures to be clear and concise and we look provide agent feedbackMs [redacted] provided dates inquiring about our ATM policy dates covering 9-1-thru 5-1-Ms [redacted] acknowledges she switched from the Monthly Plan to the Unlimited Plan on 9-1-The monthly plan allowed our members to receive free ATM withdrawals per month upon switching to the Unlimited Plan Ms [redacted] would pay $for each ATM withdrawalApril 2, 2013, Rushcard partnered with Money Pass to allow our customers the privilege to use Money Pass ATMs at no charge Based on our research we show Ms [redacted] should be refunded for dates: 4/9/ (2) 9/3/and 2/3/as our system charged ATM withdrawal fees of $ eachDates Ms [redacted] provided us were during the time we did not have a partnership with Money Pass and under her plan (Unlimited Plan) she was to be charged $per ATM withdrawal I have reversed the ATM fees charged to Ms [redacted] in errorAgain, we apologize for any confusion and inconvenience this may have causedWe 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

March 4, none;"> VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 26, 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] ’s complaint states she did not timely receive her replacement card [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account On January 1, 2016, a renewal card ending in [redacted] was systemically issued to [redacted] old addressOn January 9, 2016, [redacted] contacted RushCard customer service and requested for her address to be updated and to set up direct deposit [redacted] contacted customer service again on February 6, 2016, to advise that she didn’t receive her renewal cardThe address on the account was never updated so the card was issued to the old address on the accountA replacement card was processed on [redacted] second account with RushCard that expired on 2/Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card ending in [redacted] encountered an error with processing the replacement card [redacted] reapplied for another RushCard account processing a replacement card via regular mailOn February 17, 2016, RushCard received and posted [redacted] tax refund direct deposit to her account ending in ***On February 26, and February 28, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds soonerOn March 1, 2016, [redacted] funds were also transferred to her new account ending in *** [redacted] has received her card, express cash and has unrestricted access to her fundsWe 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 Corporate Customer Service

September 4, 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 August 31, 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 is in regards to her daughter’s RushCard account We are unable to release any information to [redacted] due to third party privacy laws We appreciate [redacted] feedback Regards, Tyree T 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 After reading this reply I have then since contacted rushcard customer service and their representatives are still stating no resolve for this issueI have also followed instructions from their co founder [redacted] via [redacted] by sending my name, address, and phone number on October 19th He stated someone would contact me and that has yet to happenIts been a total of days so far and none of my issues have been resolvedI have an eviction, loss of wages, no lights or food, I'm in complete despair and displacementAll I ask is for my money to be refunded for the unauthorized charges and for the correct card to be activeI would also like a punitive damage settlement for all of the hardship Rushcard has caused for me Regards, [redacted]

November 28, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 26, 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 her funds for $are pending on her RushCard account and she would need to have a letter faxed to have them released [redacted] is requesting her funds be put back on her account RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $ [redacted] indicated that the merchant accidentally charged her twice for the same transactions Pending merchant holds are automatically released after daysHowever, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier On November 26, [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant Our records indicate that the hold was released automatically after the days expiredOn November 28, a RushCard corporate representative attempted to contact [redacted] to advise her of this informationA detailed message was left with a callback number for [redacted] We appreciate [redacted] feedbackOur 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 For your reference, details of the offer I reviewed appear below RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionAttached to the complaint response is the two direct deposits that were posted [redacted] RushCard accountThis was copied directly from the response and I will re-attach the same file they attachedIt still shows no deposits of $but the direct deposits from my employer that are high-lighted They state, yet again, that they issued two credits to recompense the unusual account fluctuations and I still haven't received oneI will also attach a copy of my statements from October as well as Novemeber so far to prove that nosuch credit has been made Regards, [redacted] ***

November 1, none;"> 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 October 26, 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 she received a direct deposit and RushCard is holding her direct deposit [redacted] would like to have a formal apology and explanation on why the deposit did not post to her account On October 24, RushCard received a direct deposit to [redacted] accountSince the direct deposit was over our card load limit of $9,additional documentation was required from [redacted] We requested [redacted] submit for review identification documentation (copies of 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 accountWe show we received all required documentation requested, however, a request to have the documentation was not submitted for review until the direct deposit was returned back to the remitterOn 11/1/2016, a RushCard Corporate specialist contacted [redacted] to explain our process and procedures and to apologize for the inconvenience this has caused We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Sincerely, RushCard Corporate Customer Service

On September 09th, 2016, [redacted] contacted UniRush to file a dispute for three [redacted] transactions that posted in June and September, totaling $ [redacted] claimed her card had been in her possession when the fraudulent transactions occurred [redacted] told the Customer Service agent her husband used her card without her consentShe said they had been separated for a whileShe said she contacted [redacted] , but they could not do anything for her On September 22nd, 2016, [redacted] contacted UniRush to cancel her disputeOn September 23rd, 2016, [redacted] contacted UniRush Customer Service department asking for her refund from [redacted] ; Customer service agent told her there is no refund posted to her account Refund [redacted] is requesting is part of the chargeback process UniRush filed Chargebacks on behalf of [redacted] before she decided to cancel the dispute; however, once chargeback has been processed, it cannot be retractedAnd based on chargeback rules, the merchant is required to provide temporary credit up to daysThe refund [redacted] mentioned to [redacted] is the temporary credit the merchant has to provide during the investigation of a Regulation -E case On November 7, 2016, UniRush won chargebacks on two out of three chargeback processedCredit for $139,will post to [redacted] RushCard by November 8th, And for the 3rd transaction, merchant has until December 3rd,to reject chargeback 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 I am stating I want a full refund of all my resources that were withdrawn out of my accountSome accountability has to be taken on behalf of Rush CardThis was not a one time withdrawalIt was done for several months, several times in the monthAnd after receiving several new cards the problem continuesSo instead of addressing the issue and refunding me back my resources, Rush Card closed my accountI feel something is being covered upWhy would you close my Rush Card account without any warnings? Regards, [redacted] ***

Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] May 4, We received [redacted] complaint regarding access to her funds and her blocked cardRushCard logs all customer contact and activity associated with financial cards On 4/23/ [redacted] card was blocked due to failed additional security verification In the event verification cannot be completed we block the card per policy and procedure and we then ask our member’s to send in additional documents that can validate the identity and address of the memberWe asked [redacted] to supply us with a copy of her social security card, DL’s/ state ID and proof of address dated within the last daysI’ve listed acceptable forms to be validated VALID PROOF OF ADDRESS Utility bill (gas, electric, water, etc.) Phone bill Paycheck stub Benefits letter (child support, food stamps/assistance) Insurance bill (car, house/renters) Once we receive the proper documents that has been requested, they will be reviewed and a bill payment check will be issued for the remaining funds and the account will be closed as requested by [redacted] 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

July 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 28, 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 her direct deposit of $posted to her RushCard account and then disappeared [redacted] would like her deposit put back on her account On July 28, 2016, [redacted] contacted RushCard and spoke to a customer service agentShe was advised that her direct deposit was pending and would post todayOur records indicate that the direct deposit posted at 10:AM to [redacted] RushCard account and [redacted] has accessed her funds RushCard processes electronic deposits in real-time providing access to funds up to two days before the effective date of deposit We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service

this has been by far the worst experience I ever hadbeing member since 11/i have to say [redacted] this company On 11/10/while in the hospital, I recvd an email stating there was an unauthorized transaction in the amount of from best buy onlineI immediately called Rushcard to cancel the card, which they didtill this day11/16/no money in my accountTHIS IS CRAZYI have taken off from work days trying to be on top of this and getting my money back in my account asap...I want to be compensated days of work plus the If I have to go higher upI willI have a newborn baby at home and its embarrassing that I have to ask people for money to feed my kids!

The Revdex.com class="RecipientAddress" [redacted] Case number: [redacted] October 14, We received Ms***’s complaint regarding the bill payment feature on her RushCard and the level of customer service received RushCard logs all customer contact and activity associated with financial cards Per our notations, the bill payment transaction Ms [redacted] made to [redacted] was processed on 5/29/Since paper checks are sent via regular mail it could take up to 7-calendar days for the merchant to receive the payment After the merchant receives the payment, RushCard is not aware of the amount of [redacted] it takes them to process the checkOn 6/9/2014, Ms [redacted] called in to request that $ [redacted] bill payment to [redacted] be researched because it was never receivedThis request was forwarded to Corporate and per process and procedure if the merchant has not claimed the funds by the 10thday a stop payment will be placed and funds will be credited back to the account so that another bill payment can be issuedWe made multiple attempts to Ms [redacted] to advise her that the bill payment had been cancelled and funds were reversed back to the account, but no responseUnfortunately, once the stop payment was placed we could not allow the payment to go through and RushCard does not have access to the amount of [redacted] it takes the merchant to process the checkI am showing the funds of $ [redacted] to [redacted] has been credited back to Ms ***’s account on 10/10/I sincerely apologize for Ms***’s frustration and a $ [redacted] courtesy credit has been credited to the account for any inconvenience this has caused We appreciate 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] Customer Service Specialist

The RevDex.com [redacted] RE: Case Number [redacted] October 17, 2014 We received Mr. [redacted] ’s complaint regarding the transactions being put on hold and the level of customer service received. RushCard logs all customer contact and activity associated with financial cards. Our records show that Mr. [redacted] contacted our customer service department on 10/16/2014 regarding two unauthorized transactions for $ [redacted] and a $ [redacted] pending gas hold from [redacted] on his account. If the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the Account of up to $ [redacted] or more. Per our terms and conditions any preauthorization amount will place a “hold” on the available funds until the merchant sends us the final payment amount of the customer’s purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. Mr. [redacted] ’s card was blocked by RushCard when Mr. [redacted] reported the unauthorized transactions on his RushCard. For all unauthorized transactions a new card must be sent to the customer since their card number/account number has been compromised. We send a new card to protect the remaining funds on our customer’s accounts. Mr. [redacted] spoke to an agent from our Corporate Office regarding this matter and was advised once or if the two $ [redacted] holds have settled we will be more than willing to file a dispute claim on his behalf. We apologize for the inconvenience and the frustration that this may have 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

January 26, 2016 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] 11pt;"> Complaint number: [redacted] Complaint date: December 2, 2016 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 funds 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 December 1, 2016, [redacted] attempted to process a card to card transfer from her Rush [redacted] account to her RushCard. The card to card transfer was unsuccessful as her RushCard [redacted] balance reflected negative. This was a display error that has since been rectified as a courtesy we have applied a customer service credit of $50.00 for late fees [redacted] states occurred as a result of not being able to process a card to card transfer. On December 5, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush [redacted] 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

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 This company refuses to take responsibility for their deceptive practices and causing me numerous late fees on my billsThis company knew in December that the amount was going to be over $ [redacted] , but yet gave me misleading information on several occasionsI was told in December that the only thing I needed to send in to them was a document showing where it was coming from and the amountI sent it in and even verified that had received itI was told that the document was fine and they didn't need anything else from meI was assured they were attaching the document to my account and when the funds came in that they would release themLike I previously stated I've never heard about any additional documents until January 29,when my funds were sent to themEven then they kept giving me misleading informationOne person says I need this document, the next person says the funds should be posted in to business days, then another person says oh in addition to the documents you've already sent in we this and thatI really feel like if you all knew in the beginning that I needed all of these different documents, why wasn't I informed? You all record your conversations go back and review what I was told from beginning to endEach time I called which was plentiful, I was receiving nothing but a complete runaroundIt still took several days for them to tell me all the documents I needed to send inThey would tell me one day send this in, the next day oh in addition to that we need thisEven after the first lie in December, if someone would've told me look here's a list of what we need from you(not pick one thing at a time) it wouldn't have taken almost two weeks for you all to release my moneySince you all didn't I feel as though you should be held responsible for all the late fees and charges I've receivedPlease don't point the finger at me as if I'm the reason this all occurred, your staff from the beginning gave me the wrong informationYou hired them not me!!! Your response is just as bad as your customer service agents! Trying to flip this around on me are you serious? 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 They sent a generalized response that has nothing to do with my actual complaintNor has my money been credited back to my accountI have attached in detail the complaint, and all documents that I have sent them directly Regards, [redacted]

Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
May 26,
We received *** *** 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
We received the written dispute
form back on 5/11/and a provisional credit in the total amount of $
has been issued onto *** *** accountOn 5/15/a letter has been sent
to the address on the account notifying *** *** of the temporary credit
being provided while the claim is still under investigation
We appreciate *** ***
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,
*** ***
Customer Service Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I have not received any communication from the company in complaintLast conversation with customer service reps Friday, was to inform me a rush shipment has been placed to send me a new card in two days without additional charges to myselfWhen I called to confirm with customer service number, rep told me I would have to pay additional fees to complete this transactionI refused charges since this complication has been caused by the company and not myselfIt is Monday and I have not received a new card or communication from RushCard representativesI have had no communication or access to my money and have been put in a financial bind due to this situationI still don't have legitimate answers why my account was even lockedThis is the fourth card issued in a two month period for the same issuesBlocking my account and locking without any type of notice or verification prior to taking such hard actions and putting clients in these types of situations
Regards,
*** ***