Unirush Financial Services

October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re:      Consumer:                 ...

[redacted]               Complaint number:    [redacted]            Complaint date:          October 14, 2015To 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.  A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us.  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. Per RushCard
Cardholder Agreement, the dispute process can take up to 45 to 90 days. There
is no update regarding Ms. [redacted]’s disputes claim.   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 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.  
] I WOULD LIKE MY LATE FEES AS A RESULT OF THIS INCONVENIENCE REFUNDED O ME IN THE AMOUNT OF $72 FOR TWO CREDITORS.....
Regards,
[redacted]

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] requested for complaint #[redacted] to be reopened on June 8, 2016.  [redacted] states that she received a letter from UniRush LLC (RushCard) on June 7, 2016. In her complaint, [redacted] indicates that the letter does not clearly state why her rebuttal was denied, and she is unclear as to how the document she received with the letter pertains to her dispute rebuttal denial.
 
[redacted] dispute was denied due to no error occurring. This was determined based on the fact that [redacted] RushCard was never out of her possession and the PIN on the account was never reset. The document [redacted] received with the letter dated May 24, 2016 shows that a new card was issued on April 14, 2016 and the PIN was changed on the account on April 25, 2016. No new cards were issued and no PIN changes were made prior to the disputed transactions.
 
Due to the confusion indicated by [redacted] regarding the rebuttal denial letter, UniRush, LLC has taken it upon ourselves to restructure this letter in a more customer friendly manner.
 
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 have determined that this does not resolve my complaint.  
I still have not received my direct deposit.  I've already checked with my employer and...

rushcard has not returned anything.  Rushcard reps did not give direct answers as to when and where my money is as I have missing funds.
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 never contacted me. Rush card had reverse my credit for my dispute I file of $500( money did not come out ATM) rush card has purposely reverse and closed my account because I filed a Revdex.com dispute. Rush card never contacted me what soever .. [redacted] mobile refunded my money on June 27 after I filed a dispute which Revdex.com has that information via [redacted] complaint. Rush card will be hearing from my lawyer. They and legal action will be taken for them falsely closing my account and reversing my credit for the ATM that didn't dispense my funds. Legal action will be taken. And rush card NEVER RETURN MY CALLS AND NEVER CONTACTED ME FOLLOWING MY Revdex.com COMPLAINT 
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 address they have for my account is the same as the one you provided.  I never activated the account (per the instructions I received with the card that I NEVER asked for) because I don't want someone who may have the "temporary card" they say this card replaces to be able to access any of my bank accounts through an ATM.  In response to their message, the card has a gold/black background, no pictures, and the words "RushCard Live [redacted] Debit".  Also in their response, my last name was not spelled consistently correct.  Maybe that caused them to not find me in their system.  Perhaps this is not the correct company because the card says "RushCardLive.com", not just RushCard.In order to resolve this complaint, I want a toll free phone number where I can speak directly to a representative without having to activate this account, give this account number (in full) or give any personal information, such as my social security number.  And I want a letter certifying that I never asked for an account with this company, that the account is CLOSED, and that I am not responsible for any charges associated with an account from this company.The part of receiving this card that concerns me the most is the following which appears on the letter to which the card is attached:"Here is the personalized card that replaces your temporary card."  If I don't have the 'temporary card' who does? And what's the name/address associated with that card?Finally, what else you the Revdex.com advise me to do?  Ask for in my resolution of this complaint?...
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 am tired of this company all they do it s tell you one thing and then send another 
Regards,
[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
 
RE:  Case [redacted]
 April 1, 2015
We received [redacted] complaint
regarding her account and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
With the information provided we have had a difficult time
locating [redacted] in our system. [redacted] may have a RushCard Live
account which is handled through [redacted]. [redacted]
customer service handles all inquiries and issues related to RushCard Live. Below
I’ve supplied RushCard Live’s customer service number as well as the website.
We apologize for the confusion and
frustration this may have caused.
RushCard Live contact information:
Customer Service line: ###-###-####
Website: www.rushcardlive.com
 
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 to avoid similar problems for all of our
customers.
Regards,
[redacted]
Customer
Service Specialist

I don't agree with the decision that was made because the pin number was used they didn't even bother to take the time and invesgate my situation and to me that's not right I can't work because...

I have no money I filed a police report since they haven't done anything to help me and why I have to wait on a letter to find out why they denied me my credit they wouldn't tell me why just kept telling me to wait for the letter.

Revdex.com
7 W Seventh St Suite 1600
face="Times New Roman" size="3">
Cincinnati Ohio 45202
 
Re: [redacted]
April 8, 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.
On 4/8/2015 [redacted] was transferred to our dispute team
to file multiple unauthorized transactions on her account. All Rush Card
disputes are handled through our dedicated dispute team and are worked
in the order that they are received. When we are informed of an
unauthorized transaction we must block and replace the card to prevent any
other transactions from going through to the account. [redacted] did inform the
representatives that she was not at the address on the account and would not be
able to receive the card, that renewal card is now blocked. [redacted] did call
us back to inform us that she was aware of who used the card and wanted the
previous card unblocked. Unfortunately, since the card was replaced, unblocking
the card is not an option, but the dispute will not be processed.
I have personally spoken with [redacted] and was able to send the
remaining balance on [redacted] account out via [redacted] to the location
she is at. She was charged the $30.00 fee, but as a one-time courtesy we did
credit the $30.00 fee back to a card that is in [redacted] possession. We
apologize for the inconvenience and the frustration 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. 
This response doesn't answer my questions, I need something personalized for my situation. I need answers. Thank you.
Regards,
[redacted]

May 4,
2016
normal;">
VIA ONLINE SUBMISSION:
RevDex.com®
7 W
Seventh St Suite 1600
Cincinnati
Ohio 45202
           
Re:       Complaint ID: [redacted]
            Consumer: [redacted]
                       
To Whom It
May Concern:
This letter is in response to the attached complaint,
Complaint No. 11428165 which the Revdex.com® (“Revdex.com”) received from [redacted] on May 4, 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 requested a replacement card and has not received
the card as of today.  [redacted] also states
that she needs the funds on her RushCard account as soon as possible.
On May 3,
2016 [redacted] contacted RushCard customer service to have her lost card
replaced.  As policy we have our
customers go through verification in the event they have a card replaced after
updating their address. [redacted] failed verification and per policy according
to RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted], she was asked to submit a copy of her Social Security Card, Government
Issued Identification, and proof of address dated within the last 30 days. On May 4, 2016 documents were sent in, the
documents were deemed not valid. On May 9, 2016 a corporate customer service
representative attempted to contact [redacted] to advise that additional documentation
was needed on the RushCard account.
We appreciate
[redacted] feedback. Our customer’s security is a top priority at RushCard and
proper verification is a necessary step to that goal.
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.  
As I stated before I was notified on October 30th via email that my money was posted, I have enclosed pictures! I usually receive my direct deposits on Tuesdays sometimes as early as Monday at 9pm. I have also sent pictures of a recent direct deposit, that I was not expecting, via email I was notified, when I checked my account the money was there, this was on November 12th, 2015! Rushcard needs to own up to their errors and give me my money that Rushcard notified me about on October 30th 2015 in the amount of $105.46. Thanks!
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.  However, the comments made by RushCard are fabricated. I was told in order for any money to be sent to my account other than a deposit made by me the sender had to open a RushCard and the money can only be transferred.  I was also told that the deposits would be returned to sender. I agreed, but I did tell the agent I would be withdrawing all my money from the card starting the next day and getting a more reputable bank/card. After my initial $1,000.00 withdrawal (RUSH claims to allow $1,500.00 daily withdrawals but I could not withdraw but $1,000.00) my card was blocked within the hour. 
I contacted Rush to question the block and I immediately uploaded my driver's license (which had the correct address) a copy of my social security card and a copy of my auto insurance bill. First I was told it had to be less than 30 days although it was dated for January 30, 2014. I sent a more recent bill dated February 7, 2014, I requested to speak with a manager since I was told the manager had to approve it and I was put on hold for 47 minutes then hung up on. I called back then I was told; the manager was not available and because it was the weekend I had to wait until the following week because my paperwork was forwarded to the cooperate office. I asked how to contact the cooperate office and I was told it was in the Philippines and I could not have the number then I decided to contact Revdex.com.
I hope others read this message and check for reviews on any and ALL credit cards before they add money. This situation could have been really bad had I not had money saved in another account. Never again!!!
Thank you Revdex.com for helping me solve this issue. I have no doubt had your company not gotten involved I would still be waiting on MY money!!!
Regards,
[redacted]
MESSAGE FROM BUSINESS:Revdex.com Cincinnati Ohio
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
RE:  Case [redacted]
 
February 25, 2014
 
We received Ms. [redacted] complaint regarding the availability of funds and the level of customer service received.  RushCard logs all customer contact and activity associated with financial cards.
All direct deposits received must match on several identification criteria before they are posted to a customer’s account due to the increase in online banking fraud and to meet OFAC requirements.   
We show there was 4 direct deposits in question did not match the name of Ms. [redacted] or social security number, RushCard does not accept third party deposits unless they are jointly filed tax refunds, but the cardholders name but be the first one listed on the 10-40 form. This is the reason we blocked Ms. [redacted] account. Upon blocking Ms. [redacted]’s card we requested documents to validate Ms. [redacted]’s identity and her address. Although we received documents to validate Ms. [redacted]’s identity we needed to validate the address on file.
I've listed acceptable documents that will be considered valid.
Utility Bill (gas, electric, or water)
Phone Bill
Paycheck Stub
SSA/SSI/or VA letter
Benefits letter (Child Support, food stamps/assistance)
Insurance Bill (car or house/renter’s)
We've had our Risk team involved in thoroughly examining this issue. We have determined to honor Ms. [redacted]’s documents and have unblocked her account. Her funds are now accessible. She will need to contact us to have her address updated. We appreciate Ms. [redacted]’s feedback. We appreciate her membership with Rushcard.
 
Regards,
 
[redacted]
CS – Audit/Compliance Analyst

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 21, 2014
We received Mr....

[redacted]’s complaint
regarding access to his 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 a tax
refund deposit for Mr. [redacted] with the effective date of 2/20/2014. We
requested additional documentation to validate his account and the tax refund.
The validation process must be completed prior to any funds being released.
Upon receiving all necessary documentation to validate Mr. [redacted]’s account and
tax refund we were able to post and release Mr. [redacted]’s tax refund on the
effective date of 2/21/2014. We sincerely apologize for any inconvenience this
may have caused Mr. [redacted].
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 to avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

The Revdex.com
** [redacted]
[redacted]
 
class="MsoNormal">RE:  Case [redacted]
 
October 2, 2014
 
 
We received Ms.
[redacted]’s complaint regarding the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I sincerely
apologize for the inconvenience Ms. [redacted] is experiencing with our call center
and customer service. Ms. [redacted] will not be reimbursed for any membership fees.
 If Ms. [redacted] would like to close her
account we can certainly assist her with doing so.
 
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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]l
I have attached a letter from my landlord showing that I was charged $390 in late fees for my rent not being paid by 2/10/14 as promised. I am also waiting to receive the letter from [redacted] bank which is my car payment . This will show that they charged me $30 late fee as well. Also I have requested a copy of my [redacted] cell and home bill and [redacted] cable which will show there late fees totaling $100. The fees are more Han $500 . If allowed the time to get the receipts in that I requested from each company. I will be able to show the additional fees that I was charged. I advised Rushcard of how important it was that they stop giving me the run around for more than a month as they did, and to post my funds as promised. This has been a long stressful process that could have been avoided had Rushcard's representatives communicated better with each other and solved the issue of them continuously posting my refund to the wrong accounts over and over

RevDex.com
** [redacted]
 
class="MsoNormal">RE:  Case [redacted]
September 1, 2014
 
This is in
response to Ms. [redacted]’ complaint regarding the dispute process and how it
relates to provisional credits.
 
We show Ms.
[redacted]’ dispute was forwarded to [redacted] and received on 8-5-2014. 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 by the customer to [redacted]. Rushcard agents send the
form to the member and the member needs to review the form and submit it to
[redacted] directly. We show the written form was received by [redacted] on 8-7-2014.
Ms. [redacted]’ dispute was considered a Regulation E dispute per the type of
transaction and would have a timeframe of no more than 45 days. As it relates
to the provisional credit process a customer needs to submit the written
dispute form completed back to [redacted] within 10 calendar days and if eligible
a provisional will be applied within 10 business days. We show [redacted] applied
a provisional credit for $[redacted] on 8-19-2014 within the 10 business day
timeframe given to Ms. [redacted]. Per notes we show the dispute will be finalized
no later than 11-30-2014. We advise Ms. [redacted] to contact [redacted] to remain
updated on the investigation and process. [redacted]’s contact number is [redacted].
 
We
appreciate Ms. [redacted]’ feedback and membership with us here at Rushcard. 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. 
Regards,
[redacted]
I've contacted the [redacted], my funds have not been returned. I also contacted my tax preparer & she agreed to give me all my paperwork and return the Rushcard to me.  It was a misunderstanding on how I would receive my refund.  I now have the card in my possession and it is still blocked.

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 want a formal apology over the phone at [redacted] and to close my account. 
Regards,[redacted]