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.  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 find that this resolution is satisfactory to me. 
God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!!
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.
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]

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]
[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

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]

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

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

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
** [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

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

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

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
** [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:
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.  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]

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]

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

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 called many times to get my money back, and still have not!!!! this is why I came to the Revdex.com in the first place because they did not have access to their system. I want my $5 and I will close my account. rush card keeps sending the same reply, which only show that they have no control of how they are running things. 
Regards,
[redacted]