Unirush Financial Services

The
Revdex.com

size="3">
7
W Seventh St, Suite 1600
Cincinnati
Ohio 45202-2468
 
Complaint
ID [redacted]
 
April
8, 2015
 
We
received [redacted] complaint regarding access to her funds and the level of
customer service received.  RushCard logs
all customer contact and activity associated with financial cards.
 
On
2/21/2015 [redacted] contacted RushCard regarding and unauthorized transaction
on her RushCard account. Due to the account possibly being compromised, a new
card had to be issued out to [redacted] while waiting for the dispute to be
filed. The card was sent the same day to the address on the account on
2/21/2015. There is no tracking of card sent regular mail so, unfortunately we
are unable to tell what happened during the transit of that card.
 
On
3/17/2015 [redacted] called regarding not receiving her RushCard after the allotted
timeframe of 7-10 business days. Due to recent account updates, [redacted] was
ran through [redacted], a series of questions pulled from public record, in order
to issue a new card to [redacted] via the expedited process. A card was issued
to [redacted] on 3/17/2015 with fee waived and was activated by her on
3/19/2015.
 
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

July 14, 2016  
12pt; font-family: "Times New Roman", 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 13, 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 needs assistance in retrieving her July direct deposits. [redacted] would like this to be completed as soon as possible.   On June 30, 2016 there was a express cash (money gram) processed and [redacted] was advised that a valid State ID/Driver’s License would need to present upon funds pick up. [redacted] informed us the name did not match and requested the express cash be cancelled. The express cash was cancelled on June 30, 2016, however there was a delay in the reversal of funds and we have offered our sincere apologies – we have processed the reversal of funds back to [redacted] account. We show [redacted] ordered a replacement card via [redacted] and as a courtesy we have waived the $30.00 fee and $4.95 replacement fee that was applied to [redacted] account.   We appreciate [redacted]’ feedback. Our goal is to provide financial convenience supported by reliable customer service.    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. 
Regards,
Christina [redacted]
We as RushCard holders still deserve to be compensated for the inconvenience you put us in since 10/12/2015 bedsides a few months of FREE fees.....c'mon now, let's be realistic about this!

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:  [redacted]
March 11, 2014
We received Ms. [redacted]’s...

complaint regarding access to her
funds and her card recently being blocked. RushCard logs all customer contact
and activity associated with financial cards.
Rushcard’s standard operating procedures
require that we monitor our customer accounts for suspected fraudulent
activity, including identity theft, and block suspicious accounts in order to
protect our customers and our business. At any time we suspect suspicious
activity such as “account take over” our Risk department may block a member’s
account to validate and verify the identity of the card-holder. This was the
case with Ms. [redacted] where we blocked her card on 2/14/2014. We requested
copies of valid DL/State ID, SS card and 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 received a “Change of Address”
acknowledgement from the USPS (which is typically not used in our proof of
address policy) on 3/4/2014.
The block on Ms. [redacted] account was lifted
on 3/5/2014 and she now has full access to her funds. We apologize for any
inconvenience and frustration this may have caused Ms. [redacted].
We appreciate Ms. [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]
CS – Audit/Compliance Analyst

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 way Rush Card handles treat their customers  and how they take control of there finance without any regards on the affect it may cause them is unfair.  I have no other choose but to contact IRS for payment.  Why it takes 8 to 10 weeks for IRS to receive check, what kind of mail system do you have.  Mail does not take that long to deliver, unless Rush Card plan to hold on to it longer.
Has the check been mailed out yet.     NOT HAPPY would not refer anybody to Rushcard, I would discourage them.
Regards,
[redacted]

The Revdex.com
** [redacted]
RE:  Case Number [redacted]
October 3, 2014
We received Mr. [redacted]’s complaint regarding the transactions
being put on hold and the level of customer service received. RushCard logs all
customer contact and activity associated with financial cards.
We sincerely apologize for Mr. [redacted]’s experience with customer
service. As stated in the previous response the calls have been monitored by
Corporate and we found no evidence of the representative releasing the calls
nor any error done, therefore there will be no compensation issued. Both $[redacted] pending
transactions were released on 9/27/2014.
We appreciate Mr. [redacted]’s feedback and his membership with us
here at RushCard.
 
Regards, 
[redacted]Customer Service Specialist

Revdex.com
** [redacted]Cincinnati, Ohio 45202
RE:  Case [redacted]
April 15, 2014
We received [redacted]’...

complaint regarding
access to her funds and the level of customer service received.  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 [redacted] on 4/4/2014
with an effective date of 4/7/2014. We requested additional documentation to
validate her account and the tax refunds. The validation process must be
completed prior to any funds being released. Upon receiving all necessary
documentation to validate [redacted] account and tax refund we were able to
post and release [redacted]’ tax refund on 4/11/2014. We sincerely apologize
for any inconvenience it may have caused [redacted]. We sincerely apologize for
the inconvenience.
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 to avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

RevDex.com
** [redacted]Cincinnati
Ohio [redacted]
RE:  Case [redacted]...

[redacted]
May
6, 2014
 
We
received Ms. [redacted] complaint regarding her dispute denial on unauthorized transactions and her
account closure. RushCard logs all customer contact and activity associated
with financial cards.
We
completely understand Ms. [redacted]’s concern with the outcome of her
dispute. [redacted] handles all disputes on behalf of RushCard and after
investigating the dispute they have denied Ms. [redacted]’s claim.
RushCard is unable to credit the account and Ms. [redacted] will need to
contact [redacted] regarding the outcome of her dispute. Ms. [redacted] also
should have received a letter from [redacted] explaining the denial and can file a
rebuttal for the outcome of the claim by following the instructions on the
letter received. [redacted]’s phone number is [redacted]. I’ve also supplied the
mailing address for [redacted] that Ms. [redacted] can correspond with them.
[redacted] address is [redacted]
As
it relates to the closure of all her accounts our Risk team evaluates all
accounts and in regards to Ms. [redacted] it was determined based on the
denied dispute claim to close all her accounts with Rushcard. We sincerely
apologize for any inconvenience this has caused. All remaining balances on the
accounts can be issued to Ms. [redacted] via bill pay.
We
appreciate Ms. [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]
CS
– Audit/Compliance Analyst

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.  
Unirush keeps sending the SAME EXACT response to my rejection. I want to know WHY Unirush denied MY [redacted] cash load not only on the original date of 11/10/16 but also again on 11/18/16 when they tried to resend it. Had UniRush actually did their investigation instead of just putting it off on the merchant I would of had my find A LOT sooner then 8 days! I do NOT want your same response you just keep resending I want to know WHY it was DECLINED to begin with! I am still NOT happy with your "response." 
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. 
Regards,
[redacted]
 
So I tried to contact unirush and they have my phone number blocked so I won't contact them today August 28,2016 I'm not going to keep playing games with unirush if the money is not transferred from my acct to my manager acct by Tuesday August 30,2016 I will proceed to file against unirush financial it's been a whole month and six days and I still haven't received my funds I'm not going to wait any more because unirush knows what they are doing I've also contacted my lawyer and was advised to wait til Monday no later than Tuesday August 30,2016 before I file against unirush with the courts. On Friday August 26,2016 I tried to get my money gram and they advised me of the wrong senders information I contacted unirush again on Saturday August 27,2016 and I still haven't received any information they keep saying go to money gram and I went several times and I was humiliated and embarrassed several times on August 26,2016 and today August 27,2016 I also advised unirush financial that I will be getting evicted from my apt today August 27,2016 I spoken to a supervisor and he was on the phone with me the whole time on Friday August 26,2016 so he advised me that he could do a manual transfer to my managers unirush card and still not nothing I've contacted my lawyer to help me on situation because unirush is trying to Defraud me. I also think unirush financial services is trying to defraud me they will be hearing from my lawyer. Hello yes I was offered express cash and unirush did not give me correct Information to money gram to even pick up the funds this is an ongoing issue with unirush financial services on August 26,2016 I was on the phone with unirush supervisor all morning to try getting the funds so I was advised that they would get the funds back and do a card to card transfer to my managers unirush card so my rent can get paid and I'll know that the funds would have been received so I wouldn't have to go through eviction proceedings and unirush seems not to care so I'm going to bring this matter to a close with the Revdex.com because I'm not getting anywhere so I'll contact my lawyer because this is a ongoing issue and unirush is liars.

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 14, 2014
We received Ms....

[redacted]’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.
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. In no way are we accusing Ms. [redacted] of fraudulent activity but we
show Ms. [redacted] account being opened on 1/11/2014 and the only activity was the
tax refund deposit on 2/6/2014. As a precautionary measure we asked Ms. [redacted]
to submit verification documents to validate her identity to post the return.
We received documents in total on 2/8/2014 our corporate staff was able to
validate them on 2/10/2014 and upon validating them posted the deposit on Monday,
2/10/2014 – which was the first business day since receiving the documents.
We appreciate Ms. [redacted]’s feedback and her membership with
us here at Rushcard. We apologize for any inconvenience and frustration this
may have caused Ms. [redacted]. 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]
CS – Audit/Compliance Analyst

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]Last four digits of [redacted]Last four digits of card: [redacted]I am in receipt of the response from Rush card to the Revdex.com in reference to my complaint. I am not satisfied because I have NOT receieved my MONEY so it IS NOT RESOLVED. I don't know about alot of people but I do not KNOW for me $[redacted]is alot of money to have to wait for 45 days for when it only took seconds to place the  charge against my card. Then to get three (3) DIFFERENT RESPONSES from CUSTOMER SERVICE REPRESENTATIVES (who are obviously reading from a script) tell me three different things especially one that said that on Wednesday, February 4th at 10PM, that I should see some "activity" in my account 1-2 business days (which by my calendar would have been no later than 10PM on Friday, February 6th).  But nothing has happened which is disgusting to me. I check my account every hour on the hour.  As you can see, that explantion is not flying with me. I WANT MY MONEY.

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 was told verbally by the agent once the documents were received a provisional credit would be given.  I want my money back so I can cancel the call.  If they pull the call they will hear what the agent stated.  This is really starting to be frustrating.
I just want my money so I can go on my merry way.  
Regards,
[redacted]

September 12, 2016
none;">  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 September 9, 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 received a direct deposit and RushCard is holding her direct deposit. [redacted] would like to have her money released and made available to her.   On September 9, 2016 RushCard received a direct deposit to [redacted] account. Since the direct deposit was over our card load limit of $10,000.00 additional documentation was required from [redacted]. On September 9, 2016 we requested [redacted] submit for review identification documentation (copies of driver’s license or state identification card, social security card) and letter from the remitter validating the deposit amount as well as the address on the account. We show we received all required documentation requested on 9/9/2016 and processed [redacted] direct deposit. [redacted] direct deposit has been made available and we show [redacted] is using her RushCard account with no restrictions.   We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.     Sincerely,   RushCard Corporate Customer Service

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:  [redacted]
March 21, 2014
We received Mr. [redacted]’s complaint regarding access to her
funds and her card recently being blocked. RushCard logs all customer contact
and activity associated with financial cards.
Rushcard’s standard operating procedures
require that we monitor our customer accounts for suspected fraudulent
activity, including identity theft, and block suspicious accounts in order to
protect our customers and our business.  At any time we suspect suspicious
activity such as “account take over” our Risk department may block a member’s
account to validate and verify the identity of the card-holder. This was the
case with Mr. [redacted] where we blocked his card on 2/27/2014. We requested
copies of valid DL/State ID, SS card and 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:
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)
On 3/5/2014 per Mr. [redacted]’s request we returned his federal
tax return of $7,699.00 back to the IRS. On 3/20/2014 we returned his direct
deposit of $374.05 back to the remitter.
We appreciate Mr. [redacted]’s feedback. This measure is in
place to protect our customers and the integrity of our company as well.
Regards,
[redacted]
CS – Audit/Compliance Analyst

March 20, 2016   VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202...

                Re:         Complaint ID: [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 17, 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 RushCard blocked her card, and that she would have to wait for a replacement card.   [redacted] also states that she did not ask RushCard to block her card and needs to have access to the funds on her account.   On July 31, 2014 [redacted] spoke with RushCard customer service and was advised that the card account was blocked due to the card being compromised.  [redacted] was advised that a card replacement needed to be processed.  [redacted] rejected the card replacement to be sent to her.  On May 20, 2016 a corporate customer service representative attempted to contact [redacted] to advise of the information regarding her RushCard account.   We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal.          Regards, Corporate Customer Service

February 04, 2016
VIA ONLINE
SUBMISSION:
RevDex.com
7 W Seventh St Suite...

1600
Cincinnati Ohio 45202
Re:       Consumer:  [redacted]
                         Complaint number:  [redacted]
            Complaint
date:  January 28, 2016
                       
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. 
[redacted] complaint
contends that RushCard is withholding her money. [redacted] also stated she was advised
on January 27, 2016 that she would receive her funds in one hour.
On January 27, 2016, [redacted] contacted RushCard customer
service to request Express Cash for the available balance on her RushCard
account. [redacted] was advised that the request was submitted and the process
would take one to two business days.  On
January 28, 2016 [redacted] available balance of $660.59 was issued via
Express Cash and a reference number was provided to retrieve the funds. On
February 3, 2016 a RushCard Corporate Customer Service Specialist contacted [redacted] and confirmed that her funds were received.    
  
We appreciate [redacted] feedback.
    
Regards,
RushCard Corporate Customer Service

July 13, 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:  July 8, 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 never got her replacement RushCard and she still has funds on her account. [redacted] would like her account closed and the remaining balance sent to her.   Our records indicate that on March 31, 2016 a Replacement card was sent to [redacted] address on file, but the card was returned. On July 12, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that the remaining balance will be sent to the address on file and that the account will be closed per her request.  The check was processed on July 13, 2016, and it will take approximately 5-7 business days for the check to be received.       We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.      Regards,   RushCard Corporate Customer Service

Revdex.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE: [redacted] Complaint ID: [redacted] May 4, 2015 We received[redacted] complaint regarding the availability of her funds and the...

level ofcustomer service received.  RushCard logsall customer contact and activity associated with financial cards. After reviewof [redacted] account, the last deposit received was on 4/30/2015 with a paydate of 5/1/2015. RushCard in the process of upgrading our Direct Depositfeature and transitioning it to [redacted]. As part of this transition we havesent notices to your employer (or the originator of your deposit) informingthem of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We 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:              [redacted]    Financial Institution Name:      [redacted]    Deposit ID/AccountNumber:    [redacted]We sincerelyapologize for the confusion and inconvenience this has caused. If [redacted]would like to speak with someone in the corporate office regarding moreinformation, please have her call ###-###-#### and press option 1. Weappreciate [redacted] 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, [redacted]CustomerService SpecialistTell us why here...

October 6, 2016
serif; border: none;">  VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202     Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date: October 3, 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 has been provided participating ATM locations within the [redacted] network and was unable to locate them according to locations provided. [redacted] is requesting ATM fees accessed on her account refunded.   RushCard is provided a [redacted] ATM network in where customers are able to withdraw funds are not accessed fees. The network is provided and locations are provided via [redacted]’ website [redacted], we have located the addresses [redacted] has provided in her complaint and based on the website there should be participating [redacted] ATMs available. We are researching her claims of there not being an ATM machine at the locations provided. As a courtesy, however, we have refunded the ATM fees accessed to her account.   We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.   Corporate Customer Service