Unirush Financial Services

The Revdex.com
7 W Seventh St Suite 1600
font-family: Calibri, sans-serif;">Cincinnati Ohio 45202-2468
 
January 23, 2014
 
RE:  Case [redacted]
 
We received Ms. [redacted]’s complaint regarding the
customer service she has received and access to her daughter’s funds.  Rush Card logs all customer contact and
activity associated with financial cards.
We apologize
for any confusion and frustration this has caused. Agent feedback will be
provided as some information given to Ms. [redacted] has been incorrect. We
understand Ms. [redacted] has submitted a document naming her Power of Attorney
of [redacted] (card holder). Per policy and procedure when it is
discovered that a card holder is incarcerated and their card is blocked in
order to have the remaining funds released we need to validate some things when
a power of attorney is involved.
 
·        
CARD HOLDER
IDENTITY
1.  Driver’s License/State
ID (copy)
2.  SS # card (copy)
3.  Proof of Address (if
incarcerated no need)
 
·        
POWER of
ATTORNEY
1.       1. Valid copy
of Power of Attorney
2.       2. Driver’s
License/State ID (copy)
 
 
 
In Ms.
[redacted]’s case we have a copy of the Power of Attorney but we also need to
validate the card holder’s identity per terms and conditions.
 
In a case
where this cannot be provided in typical circumstances we would issue a bill
payment out to address on file and in card holder’s name.
 
We
appreciate Ms. [redacted]’s feedback and hope this clears up any confusion and
frustration this ordeal has caused.
 
Regards,
 
[redacted]
CS – Audit/Compliance
Analyst

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]
May 1, 2015
 
We received Mr. [redacted]’ complaint
regarding access to his funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
The final determination of the claim
has been found in Mr. [redacted]’ favor. A final credit in the amount of $407.54 has
been issued to Mr. [redacted]’ account on 4/24/2015. A letter has been sent to the
address on the account of the resolution and the case has been closed. We
apologize for any inconvenience this may have caused.
We appreciate Mr. [redacted]’ feedback.
These types of issues go directly against our mission of access and inclusion
for everyone and we look to be clearer and avoid similar problems for all of
our customers.
 
Regards,
 
[redacted]
Customer Service Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  On June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same day. I had just come back from [redacted], paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance was. Once I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediately. According to Rushcard, my funds are protected from unauthorized transactions under the [redacted] zero liability security policy and they are FDIC-insured through [redacted], Member FDIC. With their reliable fraud prevention services, I am protected from unauthorized use of my card or account information. With the [redacted] Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safe. My money was stolen from me and it appears this doesn't apply to me. There are red flags that happened on the account that are out of my normal account activity. The perpetrator did a balance inquiry right before pulling the funds leaving my balance at $36.55 then did one more balance inquiry. Using the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amounts. I've been with rush for many yearsRegards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I received a phone call AFTER I requested for my account to be closed. Being told by the represenative that the supervisor was unable to take my call because they were busy.  On 6/8/15 I received a call from [redacted] in the Complaint Department, however I was working so I could not take the call and I told her I would call during my lunch break, which I did. I have yet to receive a response since. The ONLY way I would find this matter resolved is if I received my 3.95 load fee back since I was unable to use the card once funds were loaded.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
Customer called Revdex.com and indicated matter is resolved, thanks to Revdex.com for their help.

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.  
Regard
[redacted]
To whom it may concern I did file a dispute here is the number [redacted] for their not telling the truth if they say I didn't or don't file a dispute.

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.  As you can see I received an email on October 30th, 2015 stating I have a deposit however my money was not there, as you also can see the message prior to that stated I had a low account balance. The money I received on October 26/27, 2015 is a scheduled direct deposit, something totally different! I'm also sending pictures of my most recent emails stating I have a deposit and my money was there! During the error Rushcard lost my money some how, and I would like my $105.46 back!
Rushcard needs to admit to their error and give me my money that I was notified about and did not receive, simple! After this issue is resolved, I will no longer be a consumer, after all these years of being a loyal customer, this is the thanks! 
Regards,
[redacted]

June 3, 2016
 
VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 45202
 
Re:                   Consumer:  [redacted]
Complaint number:  Revdex.com [redacted]
            Complaint date:  May 24, 2016
                       
To Whom It May Concern:
 
This letter is in response to the consumer REBUTTAL to 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 he has been requesting the remaining funds on his closed RushCard account, be sent to him since the first week in April of 2016.  And the rebuttal states that this explanation does not resolve his concern.
 
 
[redacted] contacted RushCard customer service on several occasions requesting his $33.19 be sent to him. On May 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that a check was sent in the amount of $33.19 to the address on file, and that he should receive that in 5-7 business days.  We verified the check cleared 6/2/2016.
 
 
We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him.
 
 
Regards,
 
RushCard Corporate Customer Service

August 16th, 2016
VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 45202
 
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint : July 28th, 2016

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.
 
On July 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account.
 
On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted].
 
We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter.
 
Regards,
 
RushCard Corporate Customer Service

March 10, 2016
New Roman', serif;">VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:       Complaint # [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 March 3, 2016. 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 returned an item to the merchant and the funds were supposed to be refunded back to her RushCard account. [redacted] also stated that she filed a dispute regarding the transaction and was advised that a bill payment was due to be processed but she has not yet received it.   On November 4, 2015, [redacted] filed an error allegation dispute for a transaction that was made. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate.  On January 21, 2016, the error allegation dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigation. A bill payment was requested to be issued but due to an error that occurred [redacted] was unable to receive the bill payment. On March 10, 2016, a corporate customer service specialist attempted to contact [redacted] to issue express cash. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.    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.  
The purchase was settled on Oct.23,2015! I was told by a Rushcard Rep that the hold would fall off by Nov.2, 2015. It is now Nov.16,2015 & the hold has not fallen off. I have sent a direct message to Russell Simmons via Twitter and he responded to send my name and contact info. I immediately sent that information. I received a phone call 2 days later and was told again my issue would have to be forwarded to an account specialist to release the funds and he would call me back once it was done. I then received a call the next day and was told the same thing by a different person who looked over the account notes and said the person you spoke with yesterday will call you back. That was last week! I would just like my funds released. This has been very, very stressful. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859046, and have determined that this does not resolve my complaint.   
Regards,
[redacted]
As of December 13th [redacted] released a statement on their website stating:
"The website says, "In cooperation with the CPSC (United States Consumer Product Safety Commission), [redacted] will be ceasing all operations, and as recommended by the agency, we will no longer be shipping any of our hoverboards.IF YOU PLACED AN ORDER THAT WAS NOT RECEIVED YOU WILL NEED TO CONTACT YOUR CREDIT CARD COMPANY TO REQUEST A REFUND.Instructions To Obtain a Refund:1) Contact your credit card provider by calling the phone number on the back of the card.2) Inform them that you would like to dispute a charge from [redacted]3) Provide them with any relevant information regarding the transaction.If you need any further instructions, please call us at ###-###-####, Monday-Friday 10am-5pm.- See more at: https://[redacted]/[redacted]"I spoke with several representatives on 12-13 at RushCard and I was advised that I would not receive a provisional credit that I could not speak to anyone in the United States or at the corporate office. When I asked for the reason for not receiving the provisional credit after being informed that I would, I was told that they cannot give me a reason as to why I didn't qualify for the provisional credit. At this point, I would just like for my money to be credited to my account, so I can seize all business with RushCard and Unirush. I would really appreciate if my account would be credited today December 14th or if I can receive a call from someone in the United States today to resolve this matter.

July 6, 2016  
serif;">VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   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 July 5, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information.    [redacted] complaint contends that he filed an error allegation dispute and has not received his funds as of yet. [redacted] also stated that he wants the $340.00 to be credited to his RushCard account immediately.   On July 5, 2016, [redacted] filed an error allegation dispute regarding his cash that was not received at an ATM. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies.   We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution.         RushCard Corporate Customer Service

February 17, 2016
VIA ONLINE
SUBMISSION:
RevDex.com
7 W Seventh St Suite...

1600
Cincinnati Ohio 45202
Re:                   Consumer:  [redacted]
Complaint number:  [redacted]
            Complaint
date:  February 10, 2016
                       
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 she receives her direct
deposit on Wednesdays, but is now posting to her RushCard account on Thursdays.
[redacted] also stated that RushCard advertised that a Tax Refund check could
post up to two weeks early.   
On the February 09, 2016 [redacted] contacted RushCard
Customer Service to check on the status of her direct deposit. [redacted] was
advised that her direct deposit was not yet received. On February 11, 2016 RushCard
received and posted [redacted] direct deposit to her account, with the effective
date of February 12, 2016.  On February
16, 2016 a RushCard Corporate Customer Service Specialist attempted to contact
[redacted] to advise her of the direct deposit timeframe.
We appreciate [redacted] feedback.
    
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.   Attached you will find the proof from the company stating the payment was returned to Rushcard on 7/10/16. Yet they still do not want to give me my funds back. I spoke with Raymond today @7:49 am who contacted [redacted] spoke with Ms. C. who confirmed the payment was returned to Rushcard. They still refuse to give me my money back. I want my funds back this is completely unfair. Please see the attached documents. It should not take 45-90 days to obtain my funds back.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $811.00 was fraudulently withdrawn from my account without my permission or knowledge. I contacted Rushcard and notified the company of what happened, but they are stating that no error has occurred. This is defamation of my character to blatantly state that no error occurred. I 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 authorize. These "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 2007.
I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about it. They are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did not. I don't have $811.00 to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] 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 account. So, 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 issued. Once 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 business. This company has not addressed all of my concerns, I faxed a 16 page document to them on 06/21/16 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" occurred. Rushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in 2007 with this company. 
This has been a tiresome process and my issue still has not been resolved. My $811.00 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 money. I just would like the same consideration and fair treatment also,please refund my $811.00 to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $811.00 to my account immediately. I look forward to this matter being resolved quickly and my money to be refunded to me.
I have all the documents that were faxed to UniRush, if they are needed. I would greatly appreciate your assistance and cooperation in this matter of my $811.00 being refunded to me.
Regards,
[redacted]

The
Revdex.com
** [redacted]...

[redacted]
Cincinnati
Ohio[redacted]
 
 
RE: [redacted] Case number[redacted]
 
December
31, 2014
 
We
received Ms. [redacted]’s complaint regarding setting up her pin number and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
We
apologize for the inconvenience that Ms. [redacted] is experiencing with
setting up her pin number. A representative from our corporate office have
reached out to Ms. [redacted] and issued express cash for $[redacted] with waiving
the $** fee. We advise that this issue will be escalated to out IT department
for further research regarding this issue.
 
 
We
appreciate Ms. [redacted]’s feedback and we apologize for the inconvenience this
may have caused.  These types of issues
go directly against our mission of access and inclusion for everyone and we
look to be clearer and avoid similar problems for all of our customers.
 
Regards,
 
[redacted]
Customer
Service Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.    YOU LIED! I did sent on 10th of Dec and the customer service has been received! its in the system and How dare you kept lying! I have all evidence and it doesn't lies like you do! I'm getting tired of your game and I WANT ALL MY MONEY BACIK PERIOD OR THERE WILL BE A LAWSUIT  against Rushcard and would ask for MORE that just what I am expecting ...  HERE THE IT OF RUSHCARD RECIEVED AND EMAILED ME Acknowledge: Rebuttal letter (Ticket# [redacted]) ITS THE EVIDENCES! 
NO GAMES AND STOP LYING .... 
Regards,
[redacted]

On June 17th,2016. [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted], posted June 17th, 2016. [redacted] hung up the phone...

before the dispute agent was able to gather any additional information. UniRush blocked the compromised card and issued a replacement card and sent it to the address on file. [redacted] called a few minutes later and spoke with a different agent. Agent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account.  
On June 27th, 2016, UniRush used its resources via [redacted] to file a chargeback. On July 10th, 2016, UniRush concluded no error occurred. Merchant provided documents showing merchandise was delivered at [redacted] address, [redacted]. Also, [redacted] made four payments to the merchant in the past.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.

August 17, 2016
 
VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH...

45202 
Re:                   Consumer:  [redacted]
Complaint number: [redacted]
            Complaint date:  August 17, 2016
                       
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 $145.07 are pending on her RushCard account.  [redacted] also states that she would like access to her funds to pay her bills.
 
The transaction for [redacted] in the amount of $145.07 is pending on [redacted] RushCard account ending in [redacted].  In order to assist with releasing the transaction amount of $145.07, we will need a Merchant Hold Release letter from the merchant.  The merchant hold release letter will need to include the following: the amount of the transaction, authorization code, date and time of the transaction. This information will need to be on the company’s letterhead and can be faxed to RushCard directly at ###-###-####.  On August 17,2016 a corporate customer service representative attempted to contact [redacted] to advise of the information. 
 
Regards,
 
RushCard Corporate Customer Service