Unirush Financial Services

October 30,
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VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: October 21,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced aboveUniRush, 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 have determined that this does not resolve my complaint.
Regards,
*** ***
On 10/12/I made a reload at the register for $at a *** *** I still do not have access to these funds It has been days now! I have called every day and all they can say is they have no idea when it will be fixed So no, their apology does not resolve me complaint

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 did not see anything in regards to the HORRIBLE customer service that I received not only from an agent but from a Supervisor as wellFunny how that part was never addressed.
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.
Rush Card Closed my account so they wouldn't have to pay the dispute, Common issue we as consumers face
*** ***

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.
Consumer: *** ***Ref: Complaint# *** Dear *** *** ***,I am reaching to out in regards to the complaint# ***, a gas hold transaction of $made on my account on October 8, Unirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matterThe Unirush financial company has allowed the returned of my funds, which totaled $ The funds were not returned on the day Rush card provided to the Revdex.comUnirush is in breach of the card holders contractThe violations of the cardholder’s agreement are found listed below: ConfidentialityWe may disclose information to third parties about your Card or the transactions you make:Where it is necessary for completing transactions;In order to verify the existence and condition of your Card for a third party, such as a merchant;In order to comply with government agency, court order, or other legal or administrative reporting requirements;If you consent by giving us your written permission;To our employees, auditors, affiliates, service providers, or attorneys as needed; orOtherwise as necessary to fulfill our obligations under this Agreement Our Liability for Failure to Complete TransactionsIf we do not properly complete a transaction from your Card on time or in the correct amount according to our Agreement with you, we will be liable for your losses or damagesHowever, there are some exceptionsWe will not be liable, for instance:a If through no fault of ours, you do not have enough funds available on your Card to complete the transaction;b If a merchant refuses to accept your Card;c If an ATM where you are making a cash withdrawal does not have enough cash;d If an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction;e If access to your Card has been blocked after you reported your Card lost or stolen;f If access to your Card has been blocked by us for suspected fraud.g If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;h If we have reason to believe the requested transaction is unauthorized;i If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; orj Any other exception stated in our Agreement with you Privacy and Data ProtectionInformation We Collect ("Cardholder Information")Information about purchases made with the Card, such as date of purchase, amount and place of purchase;Information provided to us when the Card is requested; andInformation you provide when you call about the Card.Information Security:Only those persons who need it to perform their job functions are authorized to have access to Cardholder InformationIn addition, we maintain physical, electronic and procedural security measures that comply with federal regulations to safeguard Cardholder Information.Disclosure:We may use Cardholder Information to provide customer service, to develop marketing programs, to help protect against fraud and to conduct research and analysisIn addition, it is often necessary for us to disclose Cardholder Information for the same purposes to companies that work with usFor example, we may provide certain Cardholder Information to companies that perform business operations or services on our behalfWe may also provide certain Cardholder Information to others as permitted by law, such as government entities or other third parties in response to subpoenas The full cardholder’s agreement is listed in attachment aboveUnirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matter. Thank you, *** *** *** *** *** ***p###-###-####f#-###-####

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 MsHdid in fact call to say that a check will be mailed closing the *** accountI called yesterday at 1:p.mto get status on the accountNo return call just yet.
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.
Hello Again,
I have read the response from UniRush Financial and I am not satisfied with the response or the offer as they did not include any offer details I have still yet to recieve the fax and/or email I was told days in a row that I would recieve with my Monthly statement from August to September so that I may use that as my document to upload but, because they have not sent it via Fax or Email to me I don't have this document for the sole purpose that it shows the errors that I am disputing on clearly on my AccountI have read my terms and conditions and in the terms in conditions it clearly states:" terms an conditions,an they clearly state that, if I have contacted you guys(RushCard) with in Two business days after losing my PIN,Card, and/or Account Access, I would lose no more than $and that if I didn't contact them to inform RushCard that my PIN,Card and/or Online Account access had be lost, stolen or compromised, I could lose all my funds in the accountWell I clearly notified them the day of the situation of which I had over $on my account on the date I contacted them and then once I contacted them My funds were goneYes, I did lose my purse but I also had my online account access blocked and NEVER submitted a claim for the *** payment for as it still isn't Paid and was Charged back on to the card in Question on 9/4/and now I have received a late payment and my services threatened to be terminatedAlso, I did not benefit from any of these transactions that I disputed on card ending -***.
I have made several attempts to work with the merchant and because I can't get into my account since 8/26/I have been unable to give the information needed to the merchants and since my account was hacked and all my information was changed how in the world am I suppose to memorize a pin that was changed without my knowledge? An also how was I suppose to be able to update my information when I needed to log in to my online account and verify the information on the account and I was unsuccessful since all my information was changed and I did not recieve an update to say it was changed because my *** account was also compromisedI just want what I rightfully mine and to keep a roof over my family headsI have made several calls to the rush Card number and every Agent has told me they would be refunding the amount I was out and that is all I want is a provisional credit so I may pay my bills again and my Landlord *** was Paid on 8/26/and finalized on 08/27/and then was returned threw a *** chargeback on 9/4/and 9/6/16, where that money is they still can't tell me at-least where the payment is for ***The card to card transfer was me that initiated that transaction but then once I called the money was off the account threw and ATM in *** how am I in cities at the same time with no way around but my mom? Thank you and look forward to again Solving this issue and getting my funds returned as the Term and Conditions clearly state under #and on terms and condition page.
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
Let me begin by saying thank you for rectifying the first part of this complaintHowever, there is still the issue of the 75$ in questionYour assessment of this issue, unfortunately, is incorrectLet's begin on Nov 14, On this date there was a $*** *** payment (reference # ***) credited to my account making my balance $On Nov 15, there was a $debit (card to card transfer out) making my ending balance $On Nov 17, (the date in question) I had a positive balance of $I then made a card to card transfer of $out making my ending balance $This is also the day the card to card transfer of 75$ from *** *** should have posted to my account but as you can see it did notMy ending balance this day should have been and not 26.45$On Nov 21, I received a card to card transfer in from J Rof 25$ making my balance 51.45$On this same day I transferred 25$ out to H Hmaking my ending balance 26.45$On Nov 25, there was a $card to card transfer in from J Rmaking my new balance $On Nov 26, a $card to card transfer in from J Rwas posted to my account making my ending balance $On this same day I transferred $out making my new balance $On Nov 27, there was a merchant fee of for my *** account making my ending balance $On Nov 28, you claim my account was credited 50$ from your company to make up for the $transfer from *** *** that should have been posted on Nov 17, but this is just not trueOn this day there was a 50$ card to card transfer in fromJ Reed posted to my account making my ending balance $This was not a credit from your companyYou are correct that a 50$ transfer out was made on this day to H Hamilton but that was made from a positive balance on my account not from a credit to my account from your company my ending balance after this transfer was 22.46$Nor is the 25$ credit on Nov 29, from your company it is also a card to card transfer in from J Rmaking my ending balance $Again you are correct, there was a 25$ card to card transfer out from my account on this day to H Hbut this transfer was from a positive balance on my account and not from a credit from your companyI also contend that had you made a correction to my account for the 75$ that you failed to post to my account on Nov 17, from *** *** it would have been one correction of 75$ and not two separate transfers of 50$ on the 28th and 25$ on the 29th because that is just not a sound business principalIf you were going to make a correction it would have been at once and it would have shown as a correction to my account just like it did when you corrected the 100$ to my account on Dec 10, Again all the information is here in black and whiteThe information that I have used here came from your web site so you have access to this same informationPlease correct this issue and let's lay this fiasco to restI am still being caused undue stress, missing days at work, and still unable to pay my bills due to not having this money posted to my account
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
Yes I was told that I can still use the old card until the new one arrived
On August 12, I DID NOT contact Rush Card about a damaged cardIf the card was damaged how can they still advise me to use it? That's contradicting within itself! I contacted Rush Card and sent the necessary documents to change my name due to my name changing due to marriage! Please do not put statements about the situation onlineAlso, my card was not deactivated in error because your Supervisor for Rush Card said that it's Rush Card's policy to deactivate the card when a new one has been orderedAgain an untrue statement on your behalfThe issue still hasn't been correctedI talked to another supervisor yesterday or the day beforeHe stated that the system is still recognizing my old card because the numbers are still the sameTherefore, he sent another card with different numbers so that I may activate it with no issuesI still haven't received itPlease, if information is going to be reported please make sure it's accurateMy card declined when your company sent a text saying that my funds were available and they weren'tI get to the store and get embarrassed because of an error with Rush Card
Even if I didn't qualify for the $credit for the referral program, I still haven't received the $creditSo the amount is really irrelevant since I've received nothing!
I will never recommend Rush Card to anyone againI have had nothing but issues with Rush Card since JuneThen I see this response with a lot of untruths definately did not help the situationRegards,
*** ***

This is not at all how it was handledFirst of all, I want an explanation of exactly why my card was blocked, just how exactly did I violate any policy? I pay every month to have this account so I expect a thorough explanation as to why MY money was kept from me!
Second, this is not at all how things happenedI was miles from home when this company kept my money from me and I immediately started faxing documents minutes after the block the was placedOf course the docs I had were limited as I was on vacation! When I send a valid ID with my home address that should have been the end of it!!! That is MY hard earned money, I should not have to bend over backwards to prove who I am!!! And I absolutely was able to send proof of my ID once I returned home! I sent all sorts of mail, photo ID, rental agreement, and my damn divorce decree and nothing was good enough for these people!! Not only did they put a hold on every penny I had to my name, I also had to put an emergency stop on my direct deposit which left me stranded miles from home and has delayed my pay for the last weeksI also ended up in the hospital with severe anxiety attack, which I thought was a heart attack, caused from the fear of being stranded with no way home!! I had to borrow money from family to get back and also take out loans just to survive since returning home! So *** no, "we will send YOUR money in 7-business days" does not solve my issueI expect interest on MY money, money for my hospital visit, and money for my pain and suffering, which of course I know the Revdex.com can't recover, but this is far from over! I am a hard worker who gets days out of the year to relax and thanks to Rushcard my entire vacation was ruined! I am a freelance worker, so I may get paid or days out of the week, having to put a hold on my earnings while I open a new bank account and get my direct deposit set up has put a toll on this mother of This is not okay!

I finally (after days) got my money back because they reversed one duplicate $chargeThe company still maintains it was a visibility issueIt most certainly was not because the ATM showed me $-and I couldnt use my card for daysBeing negative is not a possibility with a prepaid cardI have taken my money off the card and cut it upI will not be using this company anymore but I want nothing from themThanks so much.
Sincerely,
*** ***

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
10/01/I checked the account to see that there has not been a record of any disputesI then called in and spoke with *** (ID#***) who advised that the two charges have been credited to my account and the dispute had gone throughI asked *** why I don't see a record of those credits back to my account, if the credit had gone through*** advised that she sees that the credits have gone through and I would need to dispute the new chargesI then requested that *** place me through to a supervisor because I should have seen credits to the account, if the charges had been successfully disputed*** then advised that she would transfer me to the disputes department so that I can dispute the new chargesI advised *** that I don't see where any charges were made after 09/20/and I would have seen them in the pending status when I called in if they were new charges on the account*** then advised (again) that I would need to speak with the fraud departmentShe transferred the call
I then spoke with *** (ID# ***) who advised that the charges were never disputedHe advised that the when the two charges were holding, the company held them under one name, and once they actually went into the account to collect the money, it posted as a different nameThis is completely different than what *** had just told meI advised him that *** advised me that he would have to wait for the charges to go out of pending status and that he would personally dispute the charges. *** advised that he didn't read anything to that affect on the notesI advised *** that it was said and that *** lied as he did not do what he stated that he would doI advised *** that *** also advised that he would seek getting me a provisional credit for the amount of the charges*** advised that *** never went into the account to dispute the charges and I would have to fill out a form for the provisional credit within business dayst is clear that *** lied about what he was going to do, and like I initially thought, just wanted me off of the phoneSo, now I have to wait an additional days to dispute something that I believed to have already been in dispute based on what *** said that he would doI would hope that Rushcard listens to this call to see that the representatives are not knowledegable or honest in the responses
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.
Regards,
*** ***
I just want a balance before my next paycheckI have an email from rush card saying I have a low balance alert on April 23,centsApril there was in my account I pulled it out on April 25,My question is if they confirmed I have a low balance why would they let me pull that amount out..like I said before they are not a bank that allows you to pullout money that I do not have it was there error all I would like is a balance before my paycheck gets deposited into my account..I have been with this company for almost yrs and as a loyal customer they should pay for THEIR mistake not me..if you would like proof I do have the low balance alert saved for you to see

June 29, 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 *** *** *** was voided and a letter was sent to RushCard to release the hold*** *** is requesting that RushCard release the funds back to her account On June 20, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending transaction*** *** was advised that a letter from the merchant detailing that the transaction was voided was requiredOn June 23, a RushCard corporate service specialist contacted *** *** and we were able to contact the merchant to have the letter faxed directly to RushCard’s corporate office *** *** funds were released back to the account*** *** was satisfied with the resolution 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
Today, I once again received an email from RushCard once again addressed to David D I have a screenshot of the message if this would help drive the point home that RushCard is clearly not fixing the problemThis process is exasperating and reflects very poorly on their organization
Regards,
*** ***

We have attempted to contact this customer several times to explain that there is no credit dueThere is no additional information to provide *** *** is welcome to contact us if he has any questionsThank you
Kathy R., Customer Service SpecialistDirect: ###-###-#### Option 1Fax: ###-###-####***
UniRush, LLC
PO Box 42482Cincinnati, Ohio 45242www.rushcard.com

This customer has spoken with myself and Morgan Gregarding her issueShe has hung up on both of us and over talked me during the entire conversation We have addressed all her concerns
Thank you,
UniRush, LLC Tyree T., Customer Service Specialist
PO Box 42482 Direct: ###-###-####
Cincinnati, Ohio

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.]
Regards,
*** ***
I have asked numerous times for my denial and investigation findings and determination to be mailed to the following address: *** *** *** *** *** *** ** ***This request has not been met at allI have called several times and have not had any phone calls returned*** needs to provide me and my credit union, the determined investigation letter, which detailed why my provisional credit has been denied, based on whatever findings *** hadI should not have to call them and hunt down the phone reps to provide me with this

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
The fact still remains that my money disappeared into thin air because I did not withdraw these funds from my accountHow can a business be allowed to rob customers of their hard earned money and still be allowed to run a business and not refund monies that was fraudulently removed from customer's accounts I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $was fraudulently withdrawn from my account without my permission or knowledgeI contacted Rushcard and notified the company of what happened, but they are stating that no error has occurredThis is defamation of my character to blatantly state that no error occurredI have been given the run around since April 14th. I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorizeThese "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about itThey are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did notI don't have $to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " *** *** did not change her PIN on this account, therefore no error occurred"I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the accountSo, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issuedOnce the account was on HOLD, no changes could be made until I received the new card on April 25th.
UniRush does not value their customers and / or their businessThis company has not addressed all of my concerns, I faxed a page document to them on 06/21/and asked that I receive a call to verify that the documents were received, no one has called me yet. I still have not been provided with any information as to where these "withdrawals" occurredRushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in with this company.
This has been a tiresome process and my issue still has not been resolvedMy $disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their moneyI just would like the same consideration and fair treatment also,please refund my $to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $to my account immediatelyI look forward to this matter being resolved quickly and my money to be refunded to meI have all the documents that were faxed to UniRush, if they are neededI would greatly appreciate your assistance and cooperation in this matter of my $being refunded to meRegards,*** ***

Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio 45202 RE* *** *** Complaint ID: *** May 4, 2015 We received*** *** complaint regarding the availability of her funds
and the levelof customer service received. RushCardlogs all customer contact and activity associated with financial cards. After reviewof *** *** account, the last deposit on the account was received from *** was posted on 4/13/2015, with a pay date of 4/15/ RushCard in the process of upgrading ourDirect Deposit feature and transitioning it to MetaBankAs part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: *** Financial Institution Name: *** Deposit ID/AccountNumber: ***Since thefunds have not been received on *** *** account she will want to speakwith the originator to see if they have sent the funds to the aboveinformationThe remitter may also be sending *** *** a live check for themost recent depositIf *** *** would like to speak with someone in thecorporate office regarding more information, please have her call ###-###-####and press option 1. Weappreciate *** *** feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, ***
***CustomerService Specialist