Unirush Financial Services

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    [redacted] complaint states that funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account.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

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.   
It has not been resolved
Regards,
[redacted]

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

October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re:       Case #...

[redacted]            Consumer: [redacted]                            To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources.   RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received.  We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for theinconvenience.   Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards,   Tyree T.Customer Service Specialist

Revdex.com
** [redacted]Re: [redacted]
May 22, 2014
We received Mr. [redacted]’
complaint regarding access to his funds...

and his 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
compliance, suspicious activity, account take over, fraudulent activity and to
protect the integrity of Rushcard as a business and our customers our
compliance team will block accounts.
Mr. [redacted]’ accounts were closed because Rushcard believes
that the cardholder was using his cards in a way that did not comply with the
“Cardholder Agreement” agreed to by the cardholder.  As a result Ruschard closed
the account in accordance with the Cardholder Agreement, which allows the company
to “cancel or suspend [a cardholder’s] Card or this Agreement at any time.”
We have sent the Mr. [redacted]’ a complete record of all of the
transactions made on all of his Rushcard accounts so that the cardholder can
validate the remaining balance for each account.  At the time the company
closed the cardholder’s accounts, he had 4 RushCards with balances as
follows:  $*, $*, $[redacted] and ($[redacted]). 
We hope this clears up any
confusion Mr. [redacted] may have experienced through this ordeal. We appreciate Mr.
[redacted]’ feedback.
Regards,
[redacted]
CS – Audit/Compliance
Analyst

Revdex.com
** [redacted]...

[redacted]
Cincinnati, Ohio[redacted]
 
 Case:[redacted]
 
 
December 31, 2014
 
We received Ms. [redacted]’s complaint regarding her card replacement and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
We apologize for any misunderstanding that have occurred with Ms. [redacted]’s
account.  Ms. [redacted]’s card expired on 7/31/2014
for card ending in [redacted]. Renewal cards are only issued out to active accounts.
Ms. [redacted]’s account was inactive at the time it expired. On 12/27/2014 Ms.
[redacted] processed a card to card transfer of $[redacted] to the expired card ending
in [redacted]. I am showing that a replacement card has been issued on 12/28/2014 which
takes 7-10 business days to receive. We did offer the option of receiving the
card expedited with a $** fee but Ms. [redacted] refused. We have processed a card
to card transfer reversal back to Ms. [redacted]’s other RushCard account ending in[redacted], so she can have access to her funds as soon as possible. A representative
from our corporate office have made attempts to contact Ms. [redacted] but no
response. Once again we apologize for the inconvenience and the frustration this
may have caused Ms. [redacted].
 
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
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 10, 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.  We show we received federal
and state tax refund deposit for Ms. [redacted] on 2/25/2014 with an effective date
of 2/26/2014 for federal and 2/27/2014 for her state. We requested additional
documentation to validate her account and the tax refund. The validation
process must be completed prior to any funds being released. There’s typically
a 2-3 business day turnaround once received in our corporate office. Upon
receiving all necessary documentation on 3/4/2014 to validate Ms. [redacted]’s
account and tax refund our corporate staff was able to post and release Ms. [redacted]’s
tax refund on 3/7/2014. We sincerely apologize for the delay and any
inconvenience it may have caused Ms. [redacted].
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]
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.
My question to you is if the agent went to get a supervisor , why was I not called back? You are taking Bono accountability for the company's mistake. Ok if the call dropped, there should have been some type of contact made back to the customer who just got done waiting in queue. This is terrible business to place all the blame on your customer instead of just crediting me for my time and [redacted] me with your company. 
Regards,
[redacted]

The Revdex.com
** [redacted]
 
RE:  [redacted]
June 30,
2014
 
We have
received Mr. [redacted]’s rebuttal to our response regarding his dispute filed to
[redacted]. RushCard logs all customer contact and activity
associated with financial cards.
 
I have
reached out to [redacted] directly and have requested assistance in getting the
denial letter sent out to Mr. [redacted]’s address on file. We have been assured
that that letter and information regarding the dispute has been sent to Mr.
[redacted]’s address on file. We show the letter was sent on 6/25/2014.
 
We
appreciate Mr. [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]
CS
– Audit/Compliance Analyst

February 03, 2016
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VIA
ONLINE SUBMISSION:
RevDex.com
7 W Seventh St Suite
1600                                      ...⇄
Cincinnati Ohio 45202
Re:       Consumer: 
[redacted] 
            Complaint number: 
[redacted]
            Complaint date:  January
29, 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 stated that RushCard provided incorrect
information regarding Tax Refund on the website. [redacted] also stated she would
like to be reimbursed $300.00 for the tax preparer fee.
On January 28, 2016 [redacted] contacted corporate customer service
to check the status of her tax refund. [redacted] was advised that her tax
refund had not been received. On February 2, 2016 the tax refund was received and
posted to [redacted] RushCard account. On February 3, 2016 a Corporate
Customer Service Specialist attempted to contact [redacted] to advise that a
reimbursement will not be provided.       
We appreciate [redacted] feedback.
    
Regards,
RushCard Corporate Customer Service

July 27, 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 July 16, 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]’ complaint contends that he has not received
his payroll direct deposit of $874.65 to his RushCard account. [redacted] also
stated that he is in need of his funds.
 
RushCard apologizes for the
inconvenience that [redacted] experienced when trying to contact our customer
service centers. The direct deposit in question was received and not automatically
posted to [redacted]’ account due to invalid account information. The
direct deposit was made available to [redacted]’* account on July 17, 2015. A
RushCard Customer Service Specialist attempted to contact [redacted] to advise
him to update his direct deposit ID number and his routing number with the
remitter.
 
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this has caused.    
 
Tyree T.
Corporate Customer Service

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 ###-###-####

Hi [redacted], We have responded to this customer several times, by direct phone contact  and now Revdex.com. We don’t have any additional  information to provide. We have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were not. Can we please close this complaint. 
 
Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com

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.
RUSHCARD HAD SPECIFIC INSTRUCTIONS NOT TO ALLOW ANY TRANSACTIONS FROM THIS COMPANY DUE TO A PROBLEM WITH THE [redacted] MACHINE.  THEY BREACHED THIS AGREEMENT.  THEY WERE MADE AWARE WELL IN ADVANCE OF A PROBLEM WITH THIS MACHINE AND IN ADDITION, AT THE TIME THE TRANSACTION WENT THROUGH, THERE WERE NOT ENOUGH FUNDS IN MY ACCOUNT DUE TO ME TAKING THEM OUT FROM ANOTHER ATM.  THIS PUT MY ACCOUNT INTO ARREARS... THIS IS A DEBIT ACCOUNT NOT A CREDIT ACCOUNT -- A TRANSACTION IS NOT TO BE PROCESSED IF FUNDS ARE NOT IN THE ACCOUNT.
RUSHCARD COULD AT LEAST PLACE THE FUNDS BACK INTO MY ACCOUNT IN GOOD FAITH WHILE WAITING TO HEAR FROM [redacted].  THIS TRANSACTION WAS COMPLETELY RUSHCARD'S ERROR AND NOT MINE BUT I'M THE ONE BEING PENALIZED -- BACK YOUR COMPANY UP, RUSHCARD -- PUT THE FUNDS BACK INTO 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 do not consider this matter closed and waiting the status of future deposits that are to post to my account in the up coming week.  I will make my decision based on the status of these deposits in a timely fashion.  In addition, while I did receive refunds for the outage and fees, I am conitnually being charged fees. I have determined that these fees are unwarranted and I will be pursuing further action accordingly.
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.  Yes I do have access to my card and funds but we are not talking now we are talking about the past when I didn't have access to my card. First day without access to my funds was a nightmare. Then not being able to pay 1 bill in particular online especially when I had more than enough funds to cover it was unacceptable. I am asking for a refund of my late fee. My account was late due to Rushcard not me. At the time the system went down I have over $1800 in my account. I am asking for Ruchcard to pay my late fee and a $20 courtesy credit does not cover it.  They have did nothing but issued out bad customer service since their systems went down. I received a call during work hours the day I submitted my last compliant and have yet to receive another call from them. When I attempted to call them back the phone tree bounce me around and then disconnect the call. They are not living up to their full potential to rectify any issues with me. Again I think this is horrible customer service around the board. 
Yes I did agree to the overnight fee of $30 and that's fine with not issuing me a refund for that bu I will not allow you all to get away with causing me problems galore for not being able to access funds on first day and not being able to pay an online bill. I have spent hours and days trying to rectify this situation and will consult legal if need be. There is no way [redacted] should be allowed to cause so much commotion with my own money and get away with is. 
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 reason I do not accept the response is the way it's worded it sounds like they aren't giving me credit even after I sent them a cancellation email from the company where I cancelled the service.
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 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]

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.  
Rush card lied to its card holders on [redacted] and [redacted] saying the issues where fixed. I was liked out of my account for over two weeks without access to my finds and I am still missing $21.00 that was in pending staid when I called rush to have them unlock the charge that was charged twice. One posted and one was still pending (and no this was not the merchant issue it was a rush card issues) after that was fixed I was then locked out of my account and unable to use my funds. I want the $21 that is missing returned to my account and if you review rush cards [redacted] and [redacted] pages you should see not a "few" card holder issues you will see 1000's of complaints. The answer they gave you is a stock answer I bet they are using for other complaints as well. I want my $21 returned and I want compensation for the time I was unable to use my funds causing me hardship as they locked my funds and I could not pay my bills.
Regards,
[redacted]