Unirush Financial Services

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 have been contacting rushcard in reference to my dispite I'm recorded talking about a dispute befor I'm hung up on. When I call back I'm left on hold for 2 hours then the phone picks up and hung up I have over two email ticks to rushcard costumer service ticket code 1.[redacted]
#[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.  
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]###-###-####

The Revdex.com
** [redacted]
[redacted]
 
RE:  [redacted]
 
May 23, 2014
 
We received [redacted]’s rebuttal regarding the level of customer service received. RushCard logs all customer contact and activity associated with financial cards.
We reached out to [redacted] to inform her of our policy and procedures as it relates to physical checks and money orders being deposited through lockbox. We informed her we no longer accept physical checks and money orders – we also informed her that we had discarded the checks after the 2nd time the checks were returned. We have provided agent feedback as discarding the checks is not policy. We advised [redacted] to contact the remitter to stop payment of the checks and have them reissued to her. Our records show [redacted]’s address has now been updated to her correct address. We apologize for any confusion, frustration and inconvenience this may have caused. As a courtesy we have provided [redacted] a courtesy credit for $[redacted] for all she has had to endure during this matter. 
We appreciate [redacted]’s feedback and appreciate her as a Rushcard member.  These type 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
** [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

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

RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
 
RE:  Case [redacted]
February 20, 2014
 
This is in
response to Ms. [redacted]’s rebuttal regarding the dispute process and how it
relates to provisional credits.
 
We show Ms.
[redacted]’s dispute was forwarded to Bancorp and received on 2/14/2014. Rushcard
agents take necessary information from our members to start a dispute process
and this is deemed a verbal claim. Although it starts the dispute process it
doesn’t allow the member to be eligible for a provisional credit until a
written form is submitted. Rushcard agents send the form to the member and the
member needs to review the form and submit it to Bancorp directly. We show the
written form was received by Bancorp on 2/19/2014.
 
We advise
Ms. [redacted] to contact Bancorp to remain updated on the investigation and process.
Bancorp’s contact number is ###-###-####.
 
Thanks,
 
[redacted]
CS – Audit/Compliance
Analyst

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

August 29, 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: August 27, 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 $1800.00 in her RushCard account that she does not have access to.  [redacted] also states that she would like a check for the funds on her RushCard account to pay her bills.   On August 6, 2016, [redacted] contacted RushCard by email stating that she lost her card ending in 4702.  [redacted] RushCard was blocked due to being stated as lost, the card was not replaced.  A corporate customer service representative contacted [redacted] on August 29, 2016 to advise of this information, and to assist with the remaining funds on the RushCard account.    We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service.    RushCard,   Corporate Customer Service

[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.

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

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]
 
 
Attn: [redacted], Revdex.com
We are miffed that this entity will for the fifth or sixth time request the information  from us and once sent to them by you, and not only refuse to release funds , but again give us the runaround.
We proposed that this entity pick a Bank [[redacted] Bank whom they advertise as affiliated] our credit union or a Law Firm in [redacted] [at their cost}.  To mediate this situation, which has gone on for over a year.
 
Thank You

Revdex.com
** [redacted]
[redacted]RE:  Case [redacted]
August 22, 2014
We received Mr. [redacted]’s complaint
regarding the...

level of customer service received and access to his funds.
RushCard logs all customer contact and activity associated with financial cards.
We apologize for any inconvenience and
frustrations this has caused Mr. [redacted]. We show on 8/6/2014 Mr. [redacted]
contacted our center to inform us of unauthorized charges on his account.
Protocol is to block the card and reissue a replacement card to make sure no
other unauthorized charges are applied. Through standard delivery it takes up
to 7-10 business days and this timeframe was provided to Mr. [redacted]. On the
8-13-2014 Mr. [redacted] contacted us to have his dispute cancelled and get his
card unblocked. Mr. [redacted] was advised of our process and procedure as it
relates to unblocking cards that have been blocked per unauthorized transactions.
We offered to block the initial card replaced and send a card through our
expedited card delivery which would take 1-2 business days. Mr. [redacted] refused
to pay the $[redacted] fee and as a courtesy we waived the fee as a courtesy. We
show Mr. [redacted] received the replacement card and activated it on 8/15/2014.
We apologize for any inconvenience this may
have caused Mr. [redacted] and appreciate his feedback. We also thank Mr. [redacted]
for being a Rushcard member – 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.   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]

May 16, 2016   VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:       Consumer:  [redacted]...

                        Complaint number: [redacted]             Complaint date:  May 12, 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 funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account.  [redacted] also states that she needs her funds put back into her RushCard account.   On May 13, 2016 [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $615.00.  [redacted] was informed that the transaction was not able to be canceled and still in pending status.  A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 16, 2016 there are no longer pending charges of $615.00 on [redacted] RushCard account.  A corporate customer service specialist contacted [redacted] to advise her of this 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

February 19, 2016 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 February 12, 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 contends that she has been the hospital due to stress over RushCard. [redacted] also stated that she would like her funds that is owed to her.   On February 9, 2016, RushCard received and posted a Tax Refund direct deposit to [redacted] account. [redacted] contacted RushCard customer service and advised that she never received her initial card. On February 12, 2016, [redacted] contacted RushCard customer service and was advised that a replacement card can be issued via standard delivery but [redacted] declined. On February 15, 2016, [redacted] requested for account closure and a bill payment check for the remaining balance was issued to the address on the account. [redacted] will receive her bill payment check within 7 to 10 business days. On February 19, 2016, A Customer Service Specialist attempted to contact [redacted] to advise her of this information.   We appreciate [redacted] feedback and sincerely apologize for the inconvenience this may have caused.     RushCard Corporate Customer Service

October 19, 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. 
[redacted] rebuttal states
that never requested her card ending in [redacted] be closed.  [redacted] is requesting  a $30.00 expedited card fee, a $4.95 replacement
card fee and six $1.00 transaction fees be refunded to her account.  
On October 19, 2015, a $30.00 expedited fee, a $4.95 replacement
card fee and $6.00 in transaction fees was credited to [redacted]s RushCard
account.    
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
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.  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:
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]

I [redacted] give [redacted] authority to pursue the matter addressed I this compliant. I can also be contacted since I am the card holder 
[redacted]
home phone ###-###-####

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 have not settled anything with rushcard but a long wait process which I can not afford at this moment. That money is important and to wait is jeprodize my living situation ....
Regards,
[redacted]