Unirush Financial Services

March 9, 2016
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 March 2, 2016. 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 states that multiple unauthorized transactions totaling $1,614.59 were made on her RushCard account. [redacted] also states that she would like for her funds to be returned to her RushCard account.   On March 1, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions that were made on her account. The RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On March 2, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. Received rebuttal letter from [redacted] and the unauthorized transaction dispute remains denied. We encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. On March 7, 2016, [redacted] account has been closed due to denied dispute review. [redacted] contacted our Corporate office and was advised 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.                                       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.   Rushcard's infomation is incorrect. I was told initially that the hold could fall off in 24-48hrs but that in most cases it would fall off in 10 days from the transaction date. On the 21st when I called to inquire why the funds were not released I was told by a Supervisor that the hold would fall off at 9:45am.  Only to call back and be told that it would be 7:45am the next morning by another Supervisor. Followed by another Supervisor who said it would fall off at 12am on the 22nd and per my cardholder agreement the hold could last up to 35 days and that there was no one in the company who had to power to honor the first Supervisor's promise to release the funds at 9:45am. It is true that after I filed my complaint with the Revdex.com that the funds were eventually released. However I want my complaint formally filed that the customer service I received was unacceptable with no one in the same company being on the same page. After enduring all the inconviences from their service glitch in October we were assured that services would be better and return to normal, however the poor customer service still stands. 
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]
To assist us in bringing this matter to a close, we would like to know your view on the matter.     * Has the company addressed the issues of this dispute?     * If not, why?     * Has the company met the agreement they outlined in their response?I called them a few days after I loaded money on the ruch card to pay my cell phone bill. I asked..How are you going to credit the reload fee because that money is not on my card $4.95 I think is the reload fee. That same day I called, the recorded voice message said, while I was waiting to speak with a customer service rep......Free for ruch card members, no loading fee's until Feb 28 or 29 one of those days. When I did speak with a agent, they said you have to go to certian locations...it does'nt say that on the phone!The answer to your third question is NO;They have not met the agreement, as far as i'm concerned.Here is something that you might want to bring up to them. I think? the month before I loaded the same amount on my rush card to pay my phone bill and they did not charge me then? I had an extra 4.90 on my card. This is how this whole thing started actually. These places are just as bad a banks as far as I'm concerned.Thank You,[redacted]###-###-####

Revdex.com:
No they have not resolved this matter. They are refusing to correct the error and mistake they made.
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]

I called the required number and spoke to a rep, they have not sent my letter out, and they are saying that to fax it will be 7-10 business days, this is unacceptable.

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.  
Per the response, I contacted Rush Card in order to resolve the issue with my card. I was informed that the issue was still not resolved. I still do not have access to my funds and I am still receiving the same response of "An email will be sent to an account specialist for further assistance." This is the same response that I have gotten for almost two weeks now and nothing has changed. The individuals on the phone are still unable to fix the problem on my account. 
Regards,
[redacted]

Revdex.com
** [redacted]Re: [redacted]
January 23, 2015
We received Ms. [redacted]’s...

complaint regarding access to her
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 12/1/2014 Ms. [redacted] filed a dispute for a transaction
of $[redacted] at[redacted]@7/11. On 11/23/2014 Ms. [redacted] advised the
call centers of the pending declined transaction and requested for the hold to
be released. The representative released the pending hold before the expiration
date 12/4/2014.
[redacted]


HOLD REVERSAL


11/23/14 10:47 AM


[redacted]@7-ELEVE[redacted]...


$0.00


$[redacted]


$[redacted]


[redacted]


HOLD


11/23/14 10:19 AM


[redacted]@7-ELEVE[redacted]...


$[redacted]


$0.00


$[redacted]


 
Merchants have up to 120 days to settle on any account if the
transaction was not voided or cancelled on their end. In this case that is what
happened to Ms. [redacted]’s account, which caused the account to go into a negative
balance after the hold was released. We are unable to stop any settlements that
were already processed by the merchant.
[redacted]


SETTLEMENT


11/24/14 06:34 AM


[redacted]@7-[redacted] ...


$[redacted]


$0.00


($[redacted])


 
All Rush Card disputes are handled through our dedicated
dispute team and are worked in the order that they are received. Ms. [redacted] will need
to allow 45-90 days for the dispute team to investigate the claim. Once the
claim is final Ms. [redacted] will receive a letter in the mail regarding the
outcome of the dispute. We apologize for the inconvenience and the frustration
this has caused.
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 and avoid similar problems for all of our customers.
Regards,
[redacted]Customer Service Specialist

July 18, 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 15, 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 RushCard failed to provide him access to his deposit on 5/25/216 & 6/27/216.
 
On May 25, 2016, [redacted] direct deposit posted to his account at 10:57 PM EST.  RushCard post deposits throughout the day as they are received, deposit are not held. [redacted] funds were available once the deposit post to the account. [redacted] called on June 24, 2016 and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, 2016.  [redacted] deposit posted on June 27, 2016 and he had unlimited access to his funds. RushCard has offered several times to send [redacted] his statements showing the transaction of the deposit positing. On July 18, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise him of this. A detailed message was left. [redacted] called back and left a message stating he has obtained a lawyer and that his lawyer will be handling this issue going forward.  
 
    
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

Revdex.com:
I have reviewedi the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The money was refunded to my dead card ending in [redacted] rather than my active card ending in [redacted]. I've been with Rushcard over 5 yrs and have never had any problems. Now I'm paying per transaction my money's on the wrong card. Please move money to active 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. 
Regards,
[redacted]
First all lets start with the truth here Rush card stated to me there fax machine was down so how can any company fax anything to them second the hold was for 3 to 5 days as they stated here they gave me my money back 11 days after the hold was placed which any bank out here give you your money back in this time frame not 11 days later no one holds your money for this long federal banking laws state 3 to 5 days so how are they above the law and how can we fax when there fax is down they told me to call the company and have it emailed to them however no email address was provided they are going to keep going around the truth here and they will continue to lie to cover up there lies more lies from this company then any other out here let them tell the truth for a change they stated :the fax is down: hyow can a fax be sent when its broken explain this

October 10, 2016   VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted] ...

                        Complaint number: [redacted]             Complaint date:  October 9, 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 states that a credit from [redacted] in the amount of $41.43 has been credited to his RushCard account.  [redacted] also indicates a debit from [redacted] for the same amount also occurred on his account. [redacted] states he would like a credit for the transaction of $41.43 that was debited from his account.     On September 1, 2016 [redacted] RushCard account was credited from [redacted] in the amount of $41.43.  In addition, the amount of $41.43 was debited from [redacted] account.  The credit on [redacted] account of $41.43 cancelled out the debit that was taken from the account. On October 10, 2016 a corporate customer service specialist contacted [redacted] to discuss the transaction information.   We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        Regards,   RushCard Corporate Customer Service

I Still have not received the letter from [redacted].  I asked them repeatedly to send 2 copies to the following addresses so I can be sure get them:
 
1.  [redacted]                   (this address is the the address which the rush card is registered at, which is my grandmother's home
    [redacted]  [redacted]
 
2. [redacted]      (my own personal apartment)
   [redacted]
 
 
This has yet to be done.....

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]
 
Yes, I have addressed Rushcard customer representatives as well as varies supervisors and the issues still remain. As stated before, I have been with Rushcard 4-years and its been this way as long as I have been a member; however, there are plus sides to having the Rushcard, easy direct deposit, no problems with posting deposits and or credits. But the customer service which is most important needs much improvement.

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.
I spoke to them on Friday February 14 and was told by end of day I would receive a call and have my funds credited to my account.  I confirmed my contact number and no one has reached out to me and my funds haven't been deposited to my account. 
Regards
[redacted]

February 23, 2016
none;"> VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:       Consumer:                   [redacted]             Complaint number:     [redacted]             Complaint date:          February 16, 2016                         To Whom It May Concern: This letter is in response to the consumer complaint referenced above.  UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information.  RushCard experienced a significant service interruption on Monday, October 12, 2015 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. 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, 2015 and continuing through February 29, 2016.  For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy.  At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. [redacted]’ complaint states she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account.  On February 10, 2016, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on February 12, 2016, to advise that she didn’t receive her card. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement card. On February 12, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016 and February 18, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. [redacted]’ funds were also transfer to her new account ending in [redacted] has received her card, express cash and has unrestricted access to her funds. On February 23, 2016, a customer service specialist attempted to contact [redacted]. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. 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.  
The business is providing the same generic answer to my complaint, they won't explain how making a payment to this company in the past gives them the authorization to take future payments without my authorization or knowledge. I was told by one of the customer service representatives at rush card that I shouldn't make payments with my card if I don't want things like this to happen. Where is the customer security? I am outraged that I have been treated like this by a company that I have been loyal to for over 10 years. 
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.
Attached below are copies of the POA front and back and of my ** Drivers License to which Rush Card agents requested. Each and every time I comply with their request; they, Rush Card request another item when they, Rush Card gents can request whatever they need all at one time.  I think they are being petty and prejudice. This has been going on since October of 2013. I first fax them 3 copies of the POA and they, Rush Card,  stated they lost the documents.
So I, [redacted]  then emailed the document, POA and then I was told the POA was meant to stand for Proof of Address and I had to explain that POA meant Power of Attorney. I have been outsourced to several foreign countries many times and service was very bad. I could not understand the language and they could not understand me.  I keep getting the run around  and not a definite answer on when the money will be  uploaded to the new Rush Card. I was given a different supervisor each and every time I called. never spoke to the same person twice.
My niece, [redacted], is incarcerated and now they are requesting her SSN and a picture ID. I cannot understand why they, RUSH Card need her SSN card (a copy) and a picture ID.. This seems not proper to me. I feel as though they are gathering information for a scam.
But the money is there and they, Rush Card Agents, need to do their job and release the funds ASAP and because it's  their duties.
 
So Yes I am filing a complaint on Rush Card.
 
Regards,
[redacted]

Revdex.com
** [redacted]
[redacted]RE:  [redacted]
August 18, 2014
We received Mr. [redacted]’s complaint on the fees associated...

to
his RushCard.  RushCard logs all customer
contact and activity associated with financial cards.
We understand that Mr. [redacted] has had issues with being
charged an ATM fee at locations specified to be free to our customers. This is
an issue that we are working with MoneyPass™ to get rectified. As of 8-11-2014
there was a fix put in place to make sure participating [redacted] ATM will not
charge Rushcard members. As it relates to Mr. [redacted]’s request to have all fees
associated with MP ATM at address we are still working with our processor to
confirm the date this particular ATM was added to the network. Upon getting the
official date we will research and cross check to make sure Mr. [redacted] is refunded
all fees associated.
Again this is something being looked at very closely and we
plan to have this issue resolved. We ask for Mr. [redacted]’s patience as we make
sure we research the dates with our processor. We apologize for the
inconvenience experienced by Mr. [redacted]. These types of issues go directly
against our mission of access and inclusion for everyone.
Regards,
[redacted]
CS – Audit/Compliance Analyst

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 June 29th, 2016,  [redacted] contacted UniRush to file a dispute claim. She claimed she noticed an ATM debit out of her account in [redacted] when she was in [redacted], ** with her card. Based on our investigations, we found no pin resets, meaning perpetrator was given the pin and based on that no error occurred.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter

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. 
God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!!
Regards,
[redacted]