Unirush Financial Services

From: Tyree T. Subject: Complaint ID *** For this complaint I have advised the consumer multiple times of the same information and screenshots of the correct balance that is available on her Rush Goal’s accountAt the time of the conversion it gave some of our cardholders the incorrect balance, which she spoke to a customer service specialist from our Corporate office that advised her of this informationThe consumer spent all her funds that was in her goals account by processing card to card transfers and want another $to be applied to her account because she is referring to the incorrect amount at the time of the conversionThe available balance that is on her account is the correct amountAdditionally, we have sent this over to our IT Department to research further into and the consumer attempted to transfer $from one of her cards to a virtual RushCard Goal account but she had an insufficient balance to transfer due to the display of the incorrect balance in errorThis has been communicated to the consumer in various rebuttals

RevDex.com
W
Seventh St Suite
Cincinnati
Ohio
RE: Case ***
*** ***
April 9,
We
received *** *** complaint regarding the outcome of her dispute and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
We completely
understand *** *** concern regarding the activity on her RushCardPer ***
*** request, a member of the dispute team did reach out to *** *** and
explained the information regarding the denial*** *** has already filed a
police report for the unauthorized transactions, they will need to process
their investigationShe was also advised to go back to the merchants regarding
the transactions to see if she is able to have them create an investigation as
wellUnfortunately, after the dispute was investigated, no error was foundWe
sincerely apologize for any inconvenience this has caused
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

May 31, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH
Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: May 25, 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. *** *** complaint contends that RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account*** *** states that after providing the requested information, the funds have still not been released*** *** is requesting the funds be released to the cardholder’s account On May 31, 2016, a RushCard corporate customer service specialist attempted to contact *** *** to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account We appreciate *** *** feedback Regards, RushCard Corporate Customer Service

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
IT HAS NOT BEEN RESOLVED ACCORDING TO THEIR OWN POLICIES
Regards,
*** ***

The
Revdex.com
"
line-height:150%,sans-serif>
W Seventh St, Suite
Cincinnati
Ohio 45202-
Case: *** ***
***
May 4,
We
received *** *** 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 sincerely
apologize for the inconvenience *** *** is experiencing when trying to
contact our call centers and we are currently having extremely high call volumesOn 4/30/After being unable to speak with a
call center representative, *** *** contacted our corporate office to
request a card replacement be issued via expedited delivery which takes up to
1-business days to receive*** *** has received her card on 5/4/
and is showing activatedIf *** *** would still like for her account to
be closed and a bill payment check to be issued, she can contact our corporate
office at ###-###-#### option
We
appreciate *** ***’ 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,
*** ***
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.
Regards,
*** ***
While my account is active, I still have issues accessing
the webpage, and the application from time to time due to the errorI had
called on Thursday morning regarding a charge that was supposed to be put back
on my account, and the lady had told me that they cannot do that for me at this
time, and it is unknown as of when I will receive those funds backThis is
disappointingI have been a customer since 2013, and while I understand the
frustration and concern in the RushCard end, it seems that the only thing that
RushCard can tell me is that I will eventually get that transaction backAs
soon as that transaction posts, I will no longer have an account with RushCard,
as my trust in the system has failed completely

September 19, 2016
VIA ONLINE SUBMISSION:
Revdex.com
EFourth Street, Suite Cincinnati, OH
45202
Re: Consumer: *** *** ***
Complaint number: ***
Complaint date: September 15,
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.
*** *** complaint contends that she has put money on the RushCard to pay her *** bill and the payment did not go through. *** *** would also like payment for her pain and suffering and apologies to be made to her utility company
Our records indicate for the dates of June 25, to September 16, 2016, there were numerous declined transactions on the RushCard account ending in *** due to insufficient funds. We are not showing a declined transaction for ***. A deposit will need to be made to the RushCard account for the processing of transactions. On September 16, a corporate customer service representative attempted to contact *** *** to provide this information
Regards,
RushCard Corporate Customer Service

June 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH
Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: June 23, 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. *** *** complaint contends that the pending hold of $from *** did not go through and she cannot get a letter from the merchant stating that there is no pending transaction*** *** is requesting that RushCard release the pending transaction from her account On June 23, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending hold for $*** *** was advised to allow calendar days for the merchant to collect on the pre authorization hold, and in the event those funds are not collected the hold is released*** *** was also advised she could request a letter from the merchant to expedite the release of the hold. On June 23, *** *** contacted RushCard again and spoke to a customer service agent informing them that the merchant will not send a letter stating the transaction was declined *** *** was advised that the hold would be released on the 10th calendar day since the merchant is unwilling to send a letterOn June 24, 2016, a Corporate RushCard customer service specialist attempted to contact *** *** to reiterate this information and refer her to the RushCard terms and agreement that refer to this scenario We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service

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.
No I haven't I got my money from my rush card account I'm still waiting and it's almost weeks
Regards,
*** ***

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 do not accept the business response, I provided documents that proves my card was charged and that I was still getting feesMy fees was returned but not the declined transaction that went through days later of $I want my money back and I will no longer bank with rush card
Regards,
*** ***

October 22, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re:Consumer: *** ***Complaint number:***Complaint date: October 15, 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 insurance. 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

On June 06, 2016, *** *** contacted UniRush to file a dispute claimShe said her card was used fraudulently to process a payment to *** **, totaling $on June 5th, *** *** stated she never authorized anyone to use her card
UniRush used its resources through *** to recover the funds for *** ***
On July 15th, *** ** provided documents with *** *** address *** *** *** *** * *** ** *** as the servicing address*** *** claimed fraud; however, she benefited from the transitionUniRush concludes no error found; therefore, no credit will be issued
If *** *** has any additional questions or concerns, she can reach us by calling customer service at ###-###-#### in the future for any concerns regarding her RushCard account

Please re open my complaint and contact the businessI am having deposit problems againThank you*** ***
Revdex.com ID ***

December 17, VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: November 4,
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.
Per response, at this time, our system is up
and running and *** *** does have access to her online account
informationAfter further research, we show that *** ***’s online
account has been suspendedAs of today the online account, has been
unsuspended and *** *** has access to her online account. An outreach was made to *** *** on December
17, to provide this information, a message was left for a return phone
call.
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

December 12, 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** ***Complaint number: *** Complaint
date: December 12, 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 *** *** complaint contends that she has not gotten the $for the Refer a Friend program*** *** also states that she is owed as well the $she spent to make sure her referrals were qualified for the offer. On December 12, 2016, a RushCard corporate customer service specialist contacted *** *** regarding the Refer a friend program *** *** was advised that the Refer a Friend Program can take up to days to payout. We appreciate *** *** feedback.Regards,RushCard Corporate Customer Service

On March 17th,2016, *** *** contacted UniRush to file a dispute for three unauthorized ATM transactions that occurred on March 15th, and March 16th, at *** *** *** ***
*** *** *** revealed to the dispute agent that her card had been in her possession when the fraudulent transactions occurred and that she changed her card pin number the day before the disputed transactions posted*** *** was advised to sign the dispute form sent to her email address in order to the provisional credit for the disputed amount, and to either uploaded using her online banking account or fax to the number on the form
On March 17th, 2016, after a diligent investigation, UniRush concluded no error found*** *** frequently uses the ATM where the fraud occurred; she has used it eight times before the fraud transactionsHer home and the location of the fraud are in the same vicinityAlso, the first transaction that occurred after the pin change was the fraudulent transaction
If *** *** has any questions he can contact our customer service team at ###-###-####.We appreciate *** ***’s 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We'll lets just say rushcard is full of itI keep track of everythingRushcard blocked my card because I transferred money to my brother-in-laws card nd his as we'llon 1/07/rushcard claims to have sent me a bill pay which they claimed would be there no later then business daysI never received itOn the I called they told me it was to soonOn 1/23/I again called customer service who told me they had received the check back on 1/23/nd it would take business days for them to take it off my account and reissue another bill payOn 1/28/I again called nd was told bill payment went out that day nd the business day thing again nd it should be here no later then the of JanuaryI'm still sitting here waiting on my bill pay check I continuously call rushcard to keep being told the same lies daily I want the to just send my money to one of my accounts nd get out of my life
Regards,
*** ***

"margin: 0in 0in 0pt;">RevDex.com
W Seventh
St Suite
Cincinnati
OH
RE: Case *** *** ***
April 7,
We received *** *** complaint regarding the availability of funds and the level of customer
service received. RushCard logs all
customer contact and activity associated with financial cards
*** ***
account was under review by our risk departmentDocuments were received by for
the account in question, but deemed invalidThe remaining funds on the account
have been issued back to the IRS via check on 4/3/IT will take 7-
business days for the IRS to receive the check that was sentThe cardholder
will need to contact the IRS in regards to receiving the funds that were issued
out to them
We
appreciate *** *** 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,
*** ***
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. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I have talked to *** and they say for the fraud charges the most I can be liable for is $** and that my account still should be provisionally credited and the terms they are talking about is the zero liability policy and I'm talking regarding my account still suppose to be creditedThis company is doing nothing to resolve this issue and I prefer they don't contact me any unless it's regarding my money and disputeIf it's not resolved my Friday end of buisness I have a attorney and I will pursue legal actions
Regards,
*** ***