Unirush Financial Services

October 26, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer:  [redacted] [redacted]Complaint number: [redacted] Complaint...

date: October 24, 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 her card to card transfer for the amounts of $25.00 and $50.00 were not received. [redacted] would like her funds credited to the RushCard account immediately. After review of [redacted] card to card transfer transactions, it was determined that the transactions have failed.  The transactions failed due to insufficient funds.  On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information.  We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service

November 28, 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: November 25, 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] states in his complaint that RushCard blocked his account because of a refund he got from a merchant. [redacted] also states he sent in all the documentation requested to get his card unblocked. However, RushCard has still not taken the block of his card. [redacted] is requesting his card be unblocked.   On November 23, 2016, [redacted] RushCard received a credit without an offsetting debit. This type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity.  A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit by providing a copy of his Government Issued Identification, a copy of his social security card, and a copy of the original purchase/debit receipt.   On November 28 2016 a risk representative reviewed the documents and determined that the original receipt for the purchase was still needed to unblock the card. On November 28, 2016 a RushCard corporate representative contacted [redacted] and advised him of this information.  [redacted] then request the credit be sent back to the merchant. [redacted] was advised that he could contact the merchant to have the credit pulled back, that RushCard was not able to send the funds back. [redacted] was also advised of the [redacted] regulations preventing this type of transaction going forward.      If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####), which is staffed with customer service agent 24 hours a day, 7 days a week.     UniRush 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]
 
The response is factually in accurate and seems to disavow the severity of the internal problems within RushCard:  I emailed RushCard on April 29.  I got an automated response.   I called on April 30 and after much run-around was told the matter would be passed up the corporate chain of command but that there was no way for me to be looped into this conversation or to confirm such a conversation occurred.  Clearly, no such conversation occurred because I continued to receive emails for this credit card that I did not purchase.  I called again on May 5 and was given even more of a run-around.  On the same day, I emailed multiple times and received multiple automated responses.  I believe only the email to Revdex.com triggered an appropriate response.
When I spoke to a representative on May 10, I advised her that there seems to be a communication problem with the call center and corporate that impedes appropriate service and customer security. She seemed to blow off this idea, and I felt it necessary to repeat my concerns. Thereafter, she said she would look into the issue.
Unfortunately, on May 13, I began once again receiving emails notifying me that I once again had a RushCard activated with some of my personal information being used. It seems that whatever was done in response to the Revdex.com complaint was an ineffective as the call center and automated email responses.  
This issue is NOT resolved.  In fact, the issue remains the same as prior, and I believe no internal changes have occurred to prevent identity theft via RushCard.  By their unwillingness to make appropriate changes and effectively sweep the issue under the proverbial rug, RushCard is potentially encouraging and possibly endorsing identity theft.
 I appreciate your assistance in this matter for my sake and for the future security of all.
[redacted]

June 6, 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:  June 2, 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 her funds for $245.25 is being held because the merchant did not provide the exact amount to be released in the letter that was faxed to RushCard. [redacted] is requesting her funds be put back on her RushCard.
 
On June 2, 2016 [redacted] contact RushCard regarding her merchant hold release. She spoke to a customer service agent that advised her that the letter needed to include the exact amount to be released. On June 6, 2016, a RushCard corporate customer service specialist attempted contacted [redacted] and advise her on the merchant hold release policy.
 
We appreciate [redacted] feedback.
 
Regards,
 
RushCard Corporate Customer Service

May 10, 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 May 10, 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 would not release an authorization hold that was made on May 6, 2016 in the amount of $190.10. [redacted] also contends that the transaction declined on the merchant’s end.   On May 6, 2016 [redacted] contacted RushCard customer service to inquire about a transaction hold for $190.10. [redacted] was advised to send a faxed letter from the merchant. We have observed the merchant hold release letter provided to us from the merchant and we have also contacted the merchant to confirm the transactions have indeed declined. [redacted] transaction hold for $190.10 has been released and the funds were credited back to her account.   We appreciate [redacted] feedback. 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.  Rushcard is still doing what they do best stall and lie to customers I received a response via email and I was told my issue is not pressing enough to be delt with currently....I have a email if you would like to see it....they quietly tried to pull a fast one on me by showing on my account the check was posted they even posted it on the day 2 weeks ago..they are sneaks and crooks the money was never there ever they are just making it look like it was..again I want the money that is min I deposited a 50 dollor check and I still haven't seen the actual cash...I want that money asap
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.  
Customer called Revdex.com stating her complaint has not been resolved and she would like the business to contact her.
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]

RevDex.com
** [redacted]
[redacted]
sans-serif;"> 
RE:  Case [redacted]
 
September
22, 2014
 
We
received Ms. [redacted]’s complaint regarding the unauthorized transactions and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
Per
our notations, Ms. [redacted] contacted our call center on 9/19/2014 regarding two pending
transactions for $[redacted] from [redacted] and $[redacted] from CMB
BLABL on her account. Ms. [redacted] indicated both transactions
unauthorized – with the transaction still being in a pending status and not yet
settled we advised Ms. [redacted] to contact the merchant to inform them of the
transactions to get the transactions cancelled prior to it settling on her
account. We were unable to file a dispute on the transactions at the time based
on the transactions still pending. However, we were able to block the card and
reissue a replacement as a measure to make sure no future unauthorized
transactions can take place on her card. We educated Ms. [redacted] on the provisional
credit guidelines and advised her once or if the transaction settles she can
file a dispute. We’re showing the transaction for [redacted] $[redacted].00 and $[redacted] for [redacted] was reversed back
to Ms. [redacted]’s account on 9/20/2014. We apologize for the frustration that Ms.
[redacted] experience with customer service and we will be reviewing calls of the
agent(s) that disconnected the call. We will be sure that proper training and
possible repercussions will be given going forward.
 
 
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]
 
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]
Unirush stated to me there fax machine has been d9own for a week now and could not get the form needed this company seems to be telling all kinds of lies and dont take nothing serious at all also the company told me they dont follow none the federal banking comm laws and they are above the law this company di a third party call to the merchant and the merchant auth the holds to be releashed the bank of unirush loves to play games with people money and they dont give you a dime back as per [redacted] and the merchant the one of the 2 transaction was delclined by unirush and that hold could have dropped off in 3 days making it dec 2nd 2015 and they chose to hold the amounts after the 3rd or 5 th days as per the federal banking comm these holds should have been put back in my account instead rush card chose to keep the money for 11 days before releashing any money after spweaking with a manager who said after 10 days the money at the time the holds were placed would then the money be releashed however that never happened either it was not till after mid night did the funds releash on the 11th day there is no bank out here who holds people money this long rush card seems to love to break the law and no one seems to be able to touch them bad business if you ask me

Revdex.com
** [redacted]Cincinnati Ohio[redacted]
 
Re: [redacted]
February 17, 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.
After further review the dedication dispute team has issued
a provisional credit of $[redacted] to Ms. [redacted]’s account on 2/16/2015.  Case is still in process and Ms. [redacted]
will need to allow 45 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 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

This is my 2nd attempt to make a complaint against this business-the 1st one magically disappeared before I could complete it. I'd lost my card and called this company to notify them within 1hour. After being transferred numerous times and being on the call for over an hour NOTHING was resolved...they couldn't even find my information. I'd been their customer for more than 5 years. I called again the next day-same thing. I called a THIRD time but still no resolution. I'd given ALL my verification information to the many reps I'd been transferred to. On the next call I was connected to Kathy R[redacted], a UniRush executive, who unceremoniously told me my account had been closed and I needed to re-apply-this in a terse manner. At the time, I wasn't aware of what the company describes as a system change. I thought I'd done something wrong or maybe my monthly deposits were too small. I had to contact them again to get information necessary to open an account with another conpany. When I applied to another institution and was treated with such suspicion! Approximately 2 months later,WITHOUT my permission, somehow someone attempted to have my account switched from the new institution to one they'd chosen!! I feel like the attempted fraud started with the Rush Card. No one else had my personal,verifying information. Now I have to make sure no further fraudulent activity has been associated with my social security number.

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]...


April 16, 2015
 
We received Mr. [redacted]’ complaint regarding access to his
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 2/21/2015 Mr. [redacted] filed a dispute for an unauthorized transaction
of $407.54 from [redacted] that was made on his account.
All RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are received. I am showing we received the
written dispute form back from Mr. [redacted] on 3/3/2015. Mr. [redacted] have spoken with multiple
representatives regarding the status of his dispute and was advised that Mr.
[redacted] does not qualify for a provisional credit and will need to allow 45 days
for the dispute team to investigate the claim. Mr. [redacted] explained to our call
center agents that a credit was sent by the merchant on 3/12/2015 but due to
the dispute process the credit will not be posted to the account until the
dispute is final. Once the claim is final Mr. [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 Mr. [redacted].
We appreciate Mr. [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

Revdex.com:
Thank you for expediting the resolve in this situation. I am confident that without your assistance, my money would still be in the hands of UniRush, as it has been for almost the past 4 weeks.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, this experience has demonstrated the lack of professionalism on behalf of this company. I will not continue to use their services. They have cost me a tremendous amount of wasted time and money in trying to resolve this issue. I do not recommend this company or support their practices. 
Regards,
[redacted]  [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 am still waiting for resolve on one final account with Rushcard. They did resolve the matter with one account, my personal account. I was contacted by a corporate customer service representative who stated they would look into the outstanding matter at hand. This matter is with regards to being power of attorney over an account that I have submitted all requested documentation to their customer service. It is my expectation to hear from a representative to clear up final pending matter.
Regards,
[redacted]

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]
April 17, 2015
 
We received [redacted]
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.
After reviewing the calls, [redacted] called in on 2/28/2015 and spoke with an agent that informed her that
the dispute is still in process and will take up to 90 days to investigate the
claim. The agent never stated anything regarding [redacted]’s written dispute
form being received. The dispute form was signed and dated 3/11/2015 by [redacted] and was not received until 3/12/2015. Since we did not receive the
dispute form back from her within the 10 business days of the dispute being
filed, she does not qualify for the provisional credit. [redacted] will have
to wait for the dispute to be investigated prior to knowing the outcome of a
credit. Disputes can take 45-90 days to be resolved. We apologize for the
mis-communication and the frustration that this has caused [redacted].
 
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

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 want my money that is it and that is all I have been waiting since October and I am still waiti to get my money and it's stupid 
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.  
There were 3 issues listed on my complaint. This only describes 1. The second issue is pending charges I had on my account for a declined transaction for my wedding rehearsal dinner which left me without funds to pay for it even after the company sent a letter requesting they be released back to me. The final dispute is the $400 eviction filing fee I received from my apartment complex because I was unable to access my direct deposit on time to make my rent payment. 
Regards,
[redacted]

The Revdex.com7 W Seventh St, Suite 1600Cincinnati Ohio 45202-2468  RE:  [redacted]  May6, 2015 Wereceived [redacted] complaint regarding her funds and...

the level of customerservice received. RushCard logs all customer contact and activity associatedwith financial cards.  Icompletely understand the frustration [redacted] experienced while trying toget in touch with RushCard customer service. RushCard was experiencingunusually high call volume and the wait time to get to an agent was extended. Arepresentative from the corporate office did reach out to [redacted] to get thedetails behind her concern and complaint. [redacted] experienced two latesettlements that were processed onto her RushCard. Transactions usually settlewithin 2 business days of the hold being released onto RushCard accounts. Onthese particular transactions, there was a delay and both ATM transactionssettled on 4/29/2015. We sincerely apologize for any confusion this has caused[redacted].  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 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]
Again for the 3rd time now , Rush card is lying they are sending the Same letter and you guys are just forwarding it to me. Where are the dates I asked for . I just want my money back please call me directly I'm
Starting to think you guys are joining with be not even reading my replies