Unirush Financial Services

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]
They have fixed my issue.

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.It seems this business needs to dig a little further into their customer service calls. I called numerous times and spoke to several agents. One of which was named [redacted] (I wrote it down after being passed around and lied to) and he was the one who assured me the funds would be posted as soon as the new card was activated. He said there was no way to put the funds back on the card that day because it was blocked.
Now tell me, as a consumer how else would I know that information unless I was told?Also interesting how the responder skimmed over the fact that their rep cancelled/blocked my card when I DID NOT give permission to do so. I found out that once that happens you have to order a new card anyway. So anyway you slice it, I should be compensated.
Don't even get me started on the shipping portion of this whole nightmare. I had to file a complaint with them as well. Once I received the tracking information (after getting the wrong tracking number twice), I informed my employment that I needed to stay home for the package on Monday December 29th, 2014 . I was home all day and no one came to my door. Please get all of your facts in order.
If you look hard enough you will find my call with [redacted] and look through the e-mail trails as well. You guys were not helpful during this whole situation.
Regards,[redacted]

November 16, 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 16, 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 on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account.  [redacted] also states that the cash load was not credited to her account.  [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load.   On November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. Since we have not received the cash load [redacted] will need to revert back to the vendor and file a pin claim regarding the missing load. On November 16, 2016 a RushCard corporate specialist contacted [redacted] to advise her of this information and provided her with the customer service number to contact the vendor.   We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.    RushCard   Corporate Customer Service

January 12, 2016
'Times New Roman', serif;">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. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on January 6, 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 he attempted to load a $240.00 [redacted] cash load onto his RushCard account on October 16, 2015. [redacted] would like for the [redacted] cash load to be placed to his RushCard account. On October 16, 2015, [redacted] attempted to load a $240.00 [redacted] cash load deposit to his account ending in [redacted]. RushCards records show that on November 5, 2015, [redacted] contacted RushCard Customer Service and advised that the [redacted] cash load deposit was not received on his RushCard account. After further research it was determined that the cash load was never received on RushCard’s end. Since we have not received the cash load [redacted] will need to revert back to [redacted] Customer Service at ###-###-#### and file a pin claim regarding the missing load.     We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.    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. 
Hello, to whom it may concern. Thank you for following up on this matter for me. However I am not ok, nor satisfied with the reply they gave me. Rushcard is acting as if during their technical difficulties and errors that issues have not arose. I am glad they they worked on a solution to every-ones problem. MY ISSUE is that AFTER my money finally came through they ended up taking a processor credit FROM ME. on their end they are showing their system has it recorded as they sent me the payment twice. ok I understand that and I get what they are trying to tell me. HOWEVER I DID NOT RECEIVE THAT PAYMENT TWICE ON MY CARD. I RECEIVED IT ONLY ONE TIME WHICH WAS MY PAY FOR 2 WEEKS OF WORK. so I truly believe that on their part it is an error. I have been a loyal customer to them for a few years and they TOOK MY PAY just because it shows they sent it twice. Im not arguing that it may show it, BUT I DID NOT. REPEAT DID NOT RECEIVE IT ON MY DEBIT CARD ENDING IN [redacted] TWICE. ONLY ONCE WHICH WAS MY PAY AND I WOULD LIKE MY $134.77 BACK IMMEDIATELY. They were having errors so how can they say their system cant glich and say it was sent twice. I could care less about that. but I do want my money that they took because of an error 
Regards,
[redacted]

The
Revdex.com
** [redacted]...

[redacted]
Cincinnati
Ohio[redacted]
 
Case
number: [redacted]
 
December
30, 2014
 
We
received Mr. [redacted]’ complaint regarding the bill payment feature on his
RushCard and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
Per
our notations, the bill payment transaction Mr. [redacted]’ made to [redacted] Properties was processed on 11/28/2014. Since paper checks are sent via regular
mail it could take up to 7-10 calendar days for the merchant to receive the
payment. Per process and procedure if the merchant has not claimed the funds by
the 10thday a stop payment will be placed and funds will be credited
back to the account. Mr. [redacted]’ called into the call centers multiple times to
request that the $[redacted] bill payment to [redacted] Properties be researched because
it was never received. A request was never escalated to corporate for the funds
to be reversed back to his account until 12/29/2014. On 12/30/2014 we have
reversed the $[redacted] bill payment back to Mr. [redacted]’ account, provided a
$[redacted] compensation credit and waived December’s monthly fee for the
inconvenience this has caused Mr. [redacted]’.  We sincerely apologize for Mr. [redacted]’
frustration and the inconvenience and appreciate his partnership with RushCard.
 
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

The Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202-2468
 
RE:  Case [redacted]...

[redacted]
April 14, 2015
We received [redacted] complaint regarding access to his
funds and the level of customer service received due to his card 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
customer accounts.
On 4/8/2015 [redacted] card
was blocked due to possible account take over. Per process and procedure we
have asked [redacted] to provide us verification documentation (valid State
issued ID/Driver’s License, social security card, and proof of address – dated
within the last 30 days). I am showing that [redacted] has sent in all the
required documentation on 4/9/2015 and they were forwarded to the corporate
office which can take up to 1-2 business days for review. On 4/10/2015 Corporate
has reviewed the documents and documents are valid. [redacted] card has been
replaced with expedited shipping waiving the $30.00 card fee and a security
question has been placed on the account to secure [redacted] information. We
apologize for any inconvenience and frustration this may have caused Mr.
Johnson and please be assure that calls will be reviewed and
coaching/consequences will be given to all agents involved.
We appreciate [redacted] feedback. Our goal is to make sure we not only protect our members but also
protect the integrity of RushCard.
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 am not making reference to September I am making reference to October in which 10-19 I did not get credit which clearly shows my referral was approved and again on 10-30 my son in law [redacted] from [redacted] activated his card at [redacted] at [redacted] and did not receive his $20 bonus as well.
Regards,
[redacted]

January 13, 2016
'Times New Roman', serif;">VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:      Case # [redacted]             Consumer: [redacted]                         To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on January 6, 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 states that her [redacted] benefits direct deposit posted to her RushCard account and requested for the funds to be returned back to the originator. [redacted] also stated that she was provided with conflicting information when contacting RushCard customer service. On December 31, 2015, a direct deposit posted to [redacted]’ RushCard account ending in [redacted] contacted RushCard customer service and was advised by the representative that the direct deposit was not received at the time. After further research, due to the account being closed the direct deposit was reversed back to the originator on January 8, 2016. It takes 3 to 5 business days for the originator to receive the direct deposit We appreciate [redacted]’ feedback and continuously review our process to provide a convenient and secure financial option for our card holders. 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. 
My complaint is not that they blocked the card because it was compromised. My complaint is that the representative blocked the card without informing me first as to what he was going to do. He told me after the fact. The supervisor even made it seem like the company would pay and then switched it up and said IF after they listened to the recorded call and found that representative was at the might refund my money. Why should I pay for his mistake. I was told that I would have to pay the expedition fee and when they got a chance they would listen to the recording to see if he had told me or not. Every person I spoke to that night wasted my time and was unable to help me. Proper protocol when you are effecting someone finances is to let them know what's going to happen so that they can decide how or whether they want to move forward. This representatives hasty actions has been a huge inconvenience for me. I still don't have a card. I was told on Saturday that I probably wouldn't be receiving a card until July 2 or 3rd. So my paycheck will be deposited to a card that I have no access to. I'm going all this anguish over a transaction for $5.46? When they could've just told me what was going to happen, given me time to get my money off the card, or are the cost themselves to expedite me a new card. Even after speaking to corporate all they could say was that they would listen to the call and give customer service feedback.  All they can say is that its protocol? No I don't accept their response and will do whatever I need to move forward in the next steps of the process. 
Regards,
[redacted]

Revdex.com:
The issue has been resolved........
The funds were released on :10/21/2015
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]

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]
April 21, 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.
Per response, the dispute form was
signed and dated 3/11/2015 by [redacted] and was received on 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 miscommunication 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
** [redacted]
[redacted]...

[redacted]
 
RE:  Case [redacted]
 
 
October 28, 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.
 
On 10/24/2014 we received a $[redacted] 3rd party
cash load that posted to the wrong account and a $[redacted] load. Unfortunately, as
stated in our terms and conditions we do not accept third party loads. When cash
loads are posted to incorrect account numbers and doesn't match the intended
receivers information, we are not able to manually repost without notification from
[redacted]. After receiving confirmation that we were not invoiced from
[redacted] for the loads, we have posted both to the cardholder’s account on
10/27/2014 as a onetime courtesy. One of the agents from our corporate office
did try to contact the cardholder multiple times to educate him about the
process but no response. We apologize for the inconvenience and frustration
that this has caused Ms. [redacted] and her husband.
 
 
We appreciate Ms. [redacted]’ feedback, and we 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
** [redacted]RE:  Case [redacted]
May 16, 2014
 
We received [redacted]’ complaint regarding the access of her funds and the level of customer service received.  RushCard logs all customer contact and activity associated with financial cards.
We completely understand [redacted]’ concern with the outcome of her dispute. Bancorp handles all disputes on behalf of RushCard and after investigating the dispute they have denied [redacted]’ claim. RushCard is unable to credit the account and [redacted] will need to contact Bancorp regarding the outcome of the dispute. [redacted] should have also received a letter from Bancorp explaining the denial and can file a dispute for the outcome of the claim by following the instructions on the letter received. Bancorp’s phone number is [redacted] and someone will be able to assist her with the reason for the claim being denied. We sincerely apologize for any inconvenience this has caused.
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]          
CS – Audit/Compliance Analyst

[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]

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 spoken with the company every day for the last few weeks. I still do not have access to my funds. I was last week they would send me money via [redacted] and would call me with a tracking number as soon as they had it. This phone call never came. What they did do was send me a new card which I was again unable to activate. I spoke with a supervisor on Wednesday as was told that she would resubmit my account for approval to have all my money wired to me and would personally call me when she received the tracking number.  I was told this would take 48 hrs. Again I received no call. I just got off the phone with customer service again and was told there still is no tracking number and that someone would call me as soon as they receive the tracking number. I'm tired of being told I will be contacted or my money will be returned and it's not happening. I want my money and I want my account closed. The company has repeatedly dropped the ball. I'm tired of their excuses and lack of following through. 
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]
When I tried to address my issue with them all I received was generated messages that had nothing to do with my complaint and yes they gave me the provisonal credit and then took it right back. They are claiming they are not at fault that my account was jeporadized. I had no access to my account for 2 1/2 weeks. Then want to say they are not at fault and they are at fault.  I had to pay reconnect fees and late fees on most of my bills which im now behind again based on rush cards error.

Revdex.com
7 W. Street Suite 1600
Cincinnati, Ohio 45202
 
RE:
Complaint ID # [redacted]
 
March
25, 2015
 
 
We received [redacted]
complaint regarding the availability of her funds and the level of customer
service received.  RushCard logs all
customer contact and activity associated with financial cards.
 
Per response, we sincerely
apologize for the frustration and the misinformation that was provided to [redacted]
[redacted]. Our corporate office are pulling all calls for review of the agents that
were associated to [redacted] account. The direct deposit in question was
received on 3/6/2015 and on 3/11/2015 was returned back to the remitter. Once
again we apologize for the inconvenience 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

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 of $303.00. [redacted] said she noticed an ATM withdraw out her RushCard account in [redacted] while she was in [redacted], **, her card in her possession. [redacted] filed a police Report and sent in over to UniRush.
On July 20th, 2016, we concluded an error occurred; RushCard issued a credit of $303.00  to [redacted] 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

October 20,
2015
0pt;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
[redacted]
            Complaint number:    [redacted]
            Complaint date:          October 13, 2015
                       
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.  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. 
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