Unirush Financial Services

RevDex.com
7
W Seventh St Suite 1600
Cincinnati
OH 45202
 
 
RE:  Case [redacted]
[redacted]
 
April
8, 2015
 
The
check has been sent to the [redacted] for the funds that were remaining on [redacted] account, this is why the account is showing a zero balance. [redacted]
[redacted] will need to speak with the [redacted] regarding the funds. It can take up
to 8-10 weeks for the [redacted] to issue any funds back to [redacted].
Unfortunately, I do not have any other information for [redacted], besides
that the check was sent to them.
 
We
appreciate [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. 
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response that was provided by UniRush LLC because my account was compromised and or hacked and $811.00 was fraudulently withdrawn from my account without my permission or knowledge.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]

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

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 response from the company does not resolve my issues at all in my complaint.  No one from rushcard has contacted me nor bothered to fix my account balance. Since filing this complaint I've only been able to get through to customer service one time at which I was told my account was being handled by corporate and someone would call me back,  which still hasn't happened. I'm missing close to  $400 from my account and all I'm being told is to check my transaction history that doesn't explain what happened to my funds. Due to this screw up,  I now have money missing and was unable to use my card for several days which caused me to have my water services shut off with a $50 reconnect fee added to my account, I've missed several days of work for not being able to put gas in my car on top of the many other issues and late fees that this hardship has severly caused me. I  want resolution other than a few waived fees,  I want to be compensated for all my losses my money to be put back into my account asap.
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.  However, if this problem occurs again, another report will be made.
Regards,
[redacted]

Revdex.com
** [redacted]Cincinnati Ohio[redacted]
Re: [redacted]
January 14, 2015
We...

received Mr. [redacted]’s complaint regarding access to his
funds and his card being blocked. RushCard logs all customer contact and
activity associated with financial cards.
According to our records we show Mr. [redacted]’s card was
blocked due to him being unable to verify the address we had on file. In the
event verification cannot be completed we block the card per policy and
procedure and we then ask our member’s to send in additional documents that can
validate the identity and address of the member. We asked Mr. [redacted] to supply
us these documents and proof of address was needed to be verified. We ask proof
of address to be dated within the last 30 days. I've listed acceptable forms to
be validated.
VALID PROOF OF ADDRESS
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food
stamps/assistance)
Insurance bill (car, house/renters)
We were finally able to validate the address and unblock the
card based on documents Mr. [redacted] has provided.
 We appreciate Mr. [redacted]’s feedback and 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

May 2, 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 May 2, 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 he did not receive his $20.00 credit to his RushCard account from the Refer a Friend program. [redacted] would like a $20.00 credit for the Refer a Friend program to be credited to his RushCard account as well as activation and loading fees towards his friend’s account sent to him. On April 30, 2016 [redacted] contacted our customer service center to inquire about the refer a friend credit and provided information regarding his friend’s application. We were able to pull the application and we show no record of [redacted] referral code being used during the application process. Unfortunately, we are unable to provide [redacted] with a refer a friend credit this time, however we can reopen [redacted] account and he can provide his referral code to potential members with RushCard and if they’re applications are approved he’ll be credited through the Refer A Friend program up to $500.00 per year.   We appreciate [redacted] feedback. We sincerely apologize for any inconvenience this may have caused. Corporate Customer Service

June 10, 2016
 
font-family: 'Times New Roman', serif;">VIA ONLINE SUBMISSION:
Revdex.com®
1 E Fourth Street Suite 600
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 June 7, 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 states that she contacted RushCard regarding a transaction that she did not make.  [redacted] also states her RushCard was cancelled and that she didn’t have access to her funds.  [redacted] would like the funds credited back to her RushCard account and compensation for the RushCard replacement.
 
On June 7, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute regarding a charge in the amount of $70.88 that was made on her RushCard account.  Ms. [redacted] called RushCard on the same date to cancel the unauthorized transaction dispute.  [redacted] will need to contact the merchant directly regarding the funds from the above transaction.  On June 10, 2016 a corporate customer service specialist attempted to contact to advise of this information.
 
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

Revdex.com:
I'll just accept their "apologies." The fight with RushCard doesn't seem worth fighting for any longer. As soon as my funds have been deceased from my account,  I will be closing the account.  Thank you, 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response states everything that I stated in my complaint. I am fully aware of the events that transpired and when. I have had the account in good standing for several years now and I did NOT do anything out of the ordinary or fraudulent concerning any activity with the account. My question is WHAT SPECIFIC ACTIVITY LED THEM TO REVIEW AND THEN CLOSE MY ACCOUNT WITHOUT INFORMING ME OR CORRESPONDING WITH ME THROUGHOUT THE PROCESS? I am still unaware of the CAUSE. It caused me to incur several late fees due to the fact that I had NO access to the funds that I loaded to the card in order to pay my bills online. It's a very UNFAIR process and although I have been satisfied with the service until now, the company did NOT offer valuable CUSTOMER SERVICE when it came to resolving the most important issue.
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.   
Unfortunately, your company has failed to get it right again. The funds in question were not returned to [redacted]. There is no proof of that. I have been in contact with [redacted] and she has verified that the 75$ was not credited back to her account on the 25th of Nov 2015. Further more this is the 3rd time that your company has tried to resolve this issue and each time you return with a different theory. I have been a Rushcard Customer for years and I know for a fact that your company does not send an email notification to the recipient of a card to card transfer unless the transfer is successful. How does your company explain the email that I received confirming the 75$ transfer from [redacted] to me as successful. You cannot avoid the fact that in my possession I have a letter of confirmation of the transfer being made to my account successfully. I have provided you with this information on numerous occasions. It is of no concern to me what you credited to [redacted] on Nov 25 2017 because I have an email stating that on Nov 17 2015 that I received a successful transfer  in the amount of 75$. I am requesting the 75$ that I received email confirmation of being posted to my account that never arrived. You can't have it both ways. You can't say on the 17 that I received 75$ but now that there is a dispute the transaction wasnt successful. Further more if the transfer wasn't successful Iwould have never received email confirmation. As well if it wasn't successful it wouldn't have taken over week for those funds to be credited back to [redacted] account it would have taken no more than 48hrs. This is not rocket science just common sense. I will not let this issue go because your company is wrong. Also the funds are never removed from a card holders account unless a transfer is successful. When you make a card you card transfer before the funds are removed a transfer is created. The only time funds are taken is when the transfer is successful. I have done this enough times to  know. Please provide me with the funds. Again I am sending a copy of the email showing that the transfer was successful. This email states that I have received a 75$ transfer from [redacted], meaning that, the transfer was successful. Not that there is a pending transfer from [redacted]. You have no argument ther email is solid concrete proof. Why do you continue to try and wiggle your way out of this. It is no professional
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.  
The credit was refunded by the merchant on 10/10/15. Please see prior attached and answer why you didn't credit immediately after you discussed with the merchant and received subsequent proof, why you didn't appropriately credit the account. 
The dispute was something I told you over again was invalid. 
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 ccompletely. Although my card has been unblocked there is still the issue of the Dispute.  For your reference, details of the offer I reviewed appear below.This complaint involves the Dispute portion because that is why the card was blocked in the first place. (The card that was blocked is the new card that replaced the cancelled card that I am disputing the unauthorized charges). 
Now according to the [redacted] Zero Liability policy, I would receive a portion of the funds from the disputed charges within 5 days upon providing ID verification. RUSHCARD customer service told me the same.  No funds have been credited to my account from the unauthorized charges from the cancelled card.  RUSHCARD states they have received all the documents then where is at least a portion of my funds. 
Throughtout my communication with customer service, they made sure that there was always another document I had to send or resend. Instead of documents being forwarded to the corporate level automatically, they would wait for my call before they would forward it and then tell me that I had to wait up to two days for an update. I call two days later and its another document I have to send or resend this one. Over and over.  What a runaround.  I still am baffled as to why my new card was blocked when it was the cancelled card that I was disputing the charges. 
I would like to see a portion if not all of my funds from the unauthorized charges be credited back to my account.
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 asked about a provisional credit so I can pay my bills and I was told they don't do that! So now I want double the amount that was taken to pay for the late fees and bills that were not paid because of the lies I was told! I was also told by a supervisor that my money would be back in my account within 24 hrs and that was a lie and I had family in town for the weekend and plans that we ruined!!! So this response will NOT WORK!
 
Regards,
[redacted]

Revdex.com
** [redacted]Cincinnati Ohio [redacted]
Re:  [redacted]
April 21, 2014
We received...

Ms. [redacted]
complaint regarding access to his funds and her card recently being blocked.
RushCard logs all customer contact and activity associated with financial cards
During tax season here at
Rushcard we experience an enormous amount of fraudulent and suspicious
activity. Tax refund deposits are heavily scrutinized and in some cases we may
ask for verification documentation to post deposits.  We show we received a federal tax refund
deposit for Ms. [redacted] on 3/19/2014 with an effective date of 3/20/2014. We
requested additional documentation to validate her account and the tax refunds.
The validation process must be completed prior to any funds being released.
Ms. [redacted] has sent valid
copies of her Driver’s License and her social security card but we’re still
needing valid proof of address (dated within the last 30 days). There’s
acceptable documents we accept as proof of address and all have to be dated
within the last 30 days, I’ve listed them below:
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food
stamps/assistance)
Insurance bill (car, house/renters)
We appreciate Ms. [redacted]’s feedback. These 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,
[redacted]

September 14, 2015
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 September 1,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources. 
On September 14,
2015, A Corporate Customer Service Specialist contacted [redacted] regarding the
$30.00 expedited fee and the $4.95 replacement card fee ending in [redacted] requested that all her accounts be closed. This request was completed
on September 15, 2015.       
On September 28, 2015, [redacted] contacted RushCard Customer
Service stating she requested the card ending in [redacted] be closed and requested
the card ending in [redacted] be reopened.  A
replacement card was sent to [redacted] on September 28, 2015. 
 
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.  
Sincerely,
Kathy R.
Corporate Customer Service

May 24, 2016
New Roman', serif;">VIA ONLINE SUBMISSION:                                  �...⇄ Revdex.com® 1 E. Fourth St Suite 600 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 May 19, 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 states that she has not received her check for the remaining balance on her account. [redacted]’ is requesting for her funds be sent to her as soon as possible. On May 24, 2016, [redacted]’ RushCard account was closed per her request we issued a [redacted] for the remaining balance on her account. We have provided [redacted]’ the reference number needed to pick up her funds. We appreciate [redacted]’ feedback. 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. 
My online account still is not properly working with the company and neither is my husbands.  The customer service wait times are very long and if you review the blog on [redacted] posted by rush card you can see from thousands of people that the systems are not yet properly working. Rush card is only providing updates via [redacted] so if someone does not have a [redacted] account like my husband they would know know what's going on. Yes I have received my deposit but I am still missing funds and my husbands card shows inactive.  While Rush card feels as though they are doing the consumers a favor by offering no fees, a real apologize along with a major compensation is due for the inconvenience.  My car was nearly repossessed because I broke and agreement that I made with the car company due to no access to my funds. 
Thank you for looking into this but at this time I feel as though Rush Card needs to do more than just apologize on [redacted]. 
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. The company took an entire month to "fix their issues". In that time frame, I was ebarrassed, charged late fees on my credit cards due to the inability to log in and use my account for bill pay, I was hung up on and told misleading and incorrect information by the agents,my car payment and other payments wete late, I took poor hit toy credit report for being late, my rmails were ignored and I finally had to shamefully requezt my job to stop the direct deposits and change my account to another safe bank. This has been a mess and it happened to thousands of people. Some even not able to access their money. So now a month later they say its fixed but offered no help or credit for the mess they caused people. Iam ferious that they feel thier offer consumers a break on atm fees is an appology. Some of us do not even use atms and rely on paying their bills with bill pay. Ive been completely emarrassed and late on payments and this is not making up for it. I take pride in my credit and having payments on time and avoid late fees. This is unacceptable for any "bank".
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 did advise in my last submission that the $20.00 courtesy credit was unacceptable and I don't care about the no fee because I lost faith with rush card and I didn't have access to my funds for several days.  I am requesting an additional $40.00 I waa unable to get to work 
Regards,
[redacted]