Unirush Financial Services

This customer filed a dispute and she has to allow the days for the investigation of the claimI have spoken with this customer personally and advised her of the same information as the response
Thank you,
UniRush, LLC *** ***,

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
*** *** ** ** *** *** *** ** * *** ** *** *** ** *** *** *** ** *** ***
This doesn't resolve the issueIt's is beyond an inconvenience I am about to be put on the street because I haven't been able to pay my rentI need my money back.
Regards,
*** ***

February 10,
VIA ONLINE
SUBMISSION:
RevDex.com
W Seventh St Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint
date: February 5,
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 on January 5, she
contacted RushCard customer service to request a replacement card*** ***
also stated that she was provided the previous routing and account information to
receive her tax refund onto her RushCard *** *** requested to locate her tax refund
deposit and post the funds to her account
On January 5, 2016, ** *** contacted RushCard customer
service to order a replacement card and for direct deposit information. A customer service representative provided *** *** the previous routing and account information. On February
2, *** *** contacted RushCard and inquired about the status of her tax
refund deposit. On February 10, a corporate
customer service specialist contacted *** *** regarding her tax refund
deposit not being received. *** ***
advised that she set up her tax refunds deposit to a different prepaid company
We appreciate *** *** feedback and our goal is to
provide financial convenience supported by reliable customer service
Regards,
RushCard Corporate Customer Service

Revdex.com
* * *** ** *** ***Cincinnati Ohio
Re:*** ***
February 25,
We received Ms***’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
On 2/15/Ms***’s filed a dispute for a transaction
of $*** for *** *** that was made on her
accountAll Rush Card disputes are handled through our dedicated dispute team
and are
worked in the order that they are receivedThere are no updates regarding the
outcome of the dispute. After reviewing
the account I am showing that the merchant credited one of the $*** transactions to Ms***’s account on 2/19/Ms*** will need to
allow 45-days for the dispute team to investigate the claimOnce the claim
is final Ms*** will receive a letter in the mail regarding the outcome of
the disputeWe apologize for the inconvenience and the frustration this has
caused Mr***’s
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,
*** ***Customer Service Specialist

Revdex.com
* * *** ** *** ***
*** *** ***
"">
RE: Case *** *** ***
November 10,
We
received Ms***’s complaint regarding the access of 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 disputeUnfortunately, *** does handle all
disputes on each RushCard and after investigating the dispute they have denied
Ms***’s claimRushCard is unable to credit the account and a letter
from *** was sent out explaining the denialMs*** was instructed
to send a rebuttal letter to *** regarding the outcome of the disputeOn
11/5/*** received the rebuttal letter for the denied claim and is
currently under review***’s phone number is *** and someone will
be able to assist her with the reason for the claim being deniedWe sincerely
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,
*** ***
Customer
Service Specialist

RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case ***
*** ***
March 31,
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
On 3/15/and 3/17/
*** *** filed a dispute in regards to two unauthorized transactions for $
at *** *** * *** and $at *** ***All RushCard disputes are handled
through our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute *** *** claim has been denied due to no failed pin attempts,
therefore no error was foundWe completely understand *** *** concern with
the outcome of her dispute and we are unable to credit the account*** ***
will receive 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 *** *** 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.comW Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case *** *** *** May 5, We received *** *** complaintregarding the access of her funds and the
level of customer servicereceived. RushCard logs all customercontact and activity associated with financial cards. Wecompletely understand *** *** concern with her dispute that was filed on4/21/for multiple unauthorized transactions totaling $AllRushCard disputes are handled through our dedicated dispute team and are workedin the order that they are receivedI am showing we received the written disputeform back from *** *** on 4/29/At the time of receiving the writtenconfirmation, *** *** dispute was already denied on 4/24/When a dispute claim is investigated and resolved,a letter is sent to the cardholder regarding the outcome of the dispute as wellas explains the outcome of the disputeThis letter was also sent to ***WalkerIn order for *** *** dispute claim to be reopened, she will needto send us a rebuttal letter explaining why she does not agree with the outcomeof the dispute, and any additional information she can provide to also beinvestigatedShe will also need to sign this letter and fax back to, ###-###-####. Additional,*** *** account has been closed by RushCard due to the denied dispute claim.RushCard reserves the right to close any account that we are no longer able to keepsecure*** *** account will not be reopened due to the initial denieddispute claimWe sincerely apologize for any inconvenience and frustrationthis has caused *** *** We appreciate *** *** feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, *** ***Customer Service Specialist Tell us why here

RevDex.com
* * *** ** *** ***
*** *** ***
RE: Case # *** *** ***
March 12,
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*** concern with the outcome of one of her disputes and is
unable to credit the accountAttached to the response is the letter of the
outcome of the dispute that was filed on 2/1/On 2/23/Ms***’s
account was credited for a provisional credit of $*** from the claim that was
filed on 1/3/Claim is still in progress and will take longer than the expected
time frame givenWe sincerely apologize for any inconvenience this has caused
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,
*** ***
Customer
Service Specialist

Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
May 13,
We received *** *** complaint regarding access to her
funds and her blocked cardRushCard logs all customer contact and activity
associated with financial cards
RushCard’s standard operating procedures
require that we monitor our customer accounts for compliance, suspicious activity,
account take over, fraudulent activity and to protect the integrity of RushCard
as a business and our customer accounts
Per response, on 5/5/we have
received invalid documents from *** *** *** will need to provide
a valid (not expired) Driver’s License/State I.D, and a clearer copy of her social
security cardAlso, we have not received proof of address dated within the
last days*** *** can send her valid documents to the corporate office
fax number at ###-###-#### for efficient
handlingRushCard needs to validate the identity of the member before
sending the remaining funds via bill paymentOnce we receive the proper documentation
a bill payment will be issued to the address on the account
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 was contacted at my home phone number but was not home and they refused to speak to my partnerHe gave me the number to call back which I did I was put on hold and was told they could not speak to me because I was not the cardholderI proceeded to say you just told the card holder you couldn't speak to him because he wasn't the complainantThe customr service reperesentive said she didn't know that at the timeShe should call him backSo nothing has been resolved because they would not speak to either of us and we still do not have the check
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
Their answer did not address the matter at handThere was a credit held for days unfairly to me and they are talking about a disputeTwo separate issues Avoiding the issue and repeating the same pat answer does not make you right UniRush
Regards,
*** ***

RevDex.com
* * *** *** *** ***
*** *** ***
"line-height: 200%;">
RE: Case # *** *** ***
November 3,
We received Mrs***’s complaint regarding the fees associated
to her RushCard and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
After reviewing the account I do see that Mrs*** *** was
charged a $*** monthly fee for the month of October on 10/30/I’m not
showing any record of Mrs*** contacting RushCard to request a change
of plan from the Rush Unlimited to the Pay As You Go PlanMrs***
spoke to an agent from our corporate office and was credited the monthly fee
back to the account as a one-time courtesyWe apologize for any inconvenience
this has caused Mrs***
We
appreciate Mrs***’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,
*** ***
Customer Service Specialist

I have been trying to contact a person from customer service for about days now because my card was lost I sent an email that took hours to get a response back from and was told they would put a hold on my account and I was thinking they'd be able to send a new card out to me as well but they gave me a number to call that gives you no option to speak with someone directlyI'm at a loss and will not longer be using Rushcard

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. I would also like to say that *** was very helpful in this process and I appreciate RushCard and her immediate attention to this matterThe reimbursement of $was immediately applied to my accountThank you Revdex.com for your assistance on this matter
Regards,
*** ***

Revdex.comW Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case *** *** *** *** May 6, We received *** *** complaintregarding the access of her funds and the level of
customer servicereceived. RushCard logs all customercontact and activity associated with financial cards. Wecompletely understand *** *** concern with her dispute that was filed on4/29/for two card to card transfers that were deducted from her accounttotaling $All RushCard disputes are handled through ourdedicated dispute team and are worked in the order that they are received*** dispute was denied on 4/30/Whena dispute claim is investigated and resolved, a letter is sent to thecardholder regarding the outcome of the dispute as well as explains the outcomeof the disputeThis letter was also sent to *** *** to the address we haveon her accountIn order for *** *** dispute claim to be reopened, shewill need to send us a rebuttal letter explaining why she does not agree withthe outcome of the dispute, and any additional information she can provide toalso be investigatedShe will also need to sign this letter and fax back to,###-###-#### Additional,*** *** account has been closed by RushCard due to the denied disputeclaimRushCard reserves the right to close any account that we are no longerable to keep secure*** *** account will not be reopened due to theinitial denied dispute claimWe sincerely apologize for any inconvenience andfrustration this has caused *** *** We appreciate *** *** feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, *** ***Customer Service Specialist Tell us why here

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 even though I called 3-times per week since December 12th Very disappointed to know that not a single representative made any initiative to get my money back any sooner than December 29th
Regards, *** ***

November 6, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
*** Complaint number: *** Complaint date: October 29, 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,
2016. 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*** ***
complaint states that $deducted from his RushCard account via RushCard’s
Bill Payment system were not delivered to the appropriate payee, and that he
was unable to resolve this issue with RushCard’s Customer Service Department. A RushCard Customer Service Representative
contacted *** *** on 10/30/to apologize for the inconvenience
this matter caused, to check the status of his account and to ensure *** *** that this issue would be investigated thoroughlyOn 11/3/2015, RushCard
applied a credit in the amount of $to *** *** account for
the undelivered funds deducted via RushCard’s Bill Payment system Additionally, RushCard issued a $
courtesy credit to *** *** account and can confirm that *** ***
was able to conduct transactions with his RushCard as of 10/12/2015, and each
day thereafter.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 have determined that this does not resolve my complaint
My problems have NOT been addressed. That is a lame, unprofessional response.
Your
user account has been suspendedIf you believe you are seeing this
message in error, please contact RushCard Member Services at *** (###-###-####)
Username:
Password:
Regards,
*** ***

Revdex.com
"
line-height:150%,sans-serif">W Seventh St Suite
Cincinnati OH
RE: Case *** *** ***
March 31,
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
The
direct deposit in question was received by RushCard with a pay date of 3/26/
Since the direct deposit was over our card load limit of $10,additional
documentation was required from *** *** of his driver’s license or state
identification card, *** *** card, and a letter from the remitter
validating the deposit amount as well as the address on the accountI am
showing that we received non-sufficient documents from *** *** on 3/18/
and 3/23/2015* *** *** was advised to send in proper documentation and once
received they would be forwarded to the corporate office for reviewOn 3/30/*** *** spoke to a specialist in our corporate office and was advised of
the requested documents that are needed*** *** documents were received
and reviewed by corporateThe direct deposit was posted to *** ***
account on 3/30/We sincerely apologize for any inconvenience and
frustration this has caused *** ***
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,
Tyree
Turner
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. F
I sent off all the paper work they asked me to fill out I even talk to *** This was a rush card problem I called the same day to stop the transaction fron going thught and the man told me he could not stop itBut when I called back the ladie say I could've stop it right then thiabis not far I work really head for my money amd may not be nothing to them but its a lot to me and I dont have money just to give away can you please help me I really need my moneyAnd its been over days please HELP
Regards,
*** ***