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.  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]

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.

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

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 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

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

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

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]
June 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 5/3/2015 [redacted] contacted
RushCard customer service to notify us of multiple unauthorized transactions
from [redacted]. We received the written dispute form back on 5/11/2015 and a
provisional credit in the total amount of $126.08 has been issued onto [redacted]
[redacted]’s account. The
dispute time frame can take up to 90 days. [redacted] will be sent a letter to
the address on file, informing her of the outcome of her dispute claim that she
has filed. [redacted] will need to allow the 90 days to investigate her
claim.  If [redacted] has discovered any
additional unauthorized transactions on her account, we advise her to contact
RushCard Customer Service Dispute Department to file a claim.
 
We appreciate [redacted]
feedback.
 
Regards,
[redacted]
Customer Service Specialist

The Revdex.com
** [redacted]
[redacted]
 
Case- [redacted]
 
 
October 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.
 
We apologize for the inconvenience and the frustration that this may have caused. We have expedited the replacement card on 10/4/2014 and waived the $** fee due to this error.  There will be no other compensation credited to Ms. [redacted]'s account. 
 
 
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

August 26, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202  ...

Re:                  Consumer:  [redacted] Complaint number:  [redacted]             Complaint date: August 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] complaint contends that she was supposed to receive her [redacted] benefits on August 24, 2016 and have not received as of date.  [redacted] would like her benefits posted to her RushCard account.   As of August 26, 2016 [redacted] has not received an [redacted] direct deposit.  A corporate customer service specialist contacted [redacted] on August 26, 2016 to discuss the account information.     We appreciate [redacted] feedback.        Regards,   RushCard Corporate Customer Service

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

July 14, 2016  
12pt; font-family: "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 July 13, 2016. 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.    [redacted] complaint states that she needed to dispute a charge on her account. [redacted] indicates that the charge was unauthorized and would like a refund.   We have been able to locate the charge in question - $43.80 on 4/2/2016 ([redacted]). We do not show that [redacted] has filed a dispute through our dispute department. We have made an outreach to [redacted] to contact us at ###-###-#### to have our dispute team process a file to investigate.   We appreciate [redacted] feedback.  We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question.   RushCard Corporate Customer Service

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.   
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:
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]

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]

December 16, 2015VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:         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 October 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]
[redacted] complaint contends that he was unable to access his online account to
view account activity.  [redacted] also
states that Rushcard Customer Service has not called him regarding his
inquiries and that he continues to receive the same response template.      On November 10, and November 24th 2015, [redacted]
contacted RushCard via email regarding his online access.  On both occasions, Rushcard responded with
directions to contact Customer Service via telephone to resolve his issue.  The nature of [redacted] inquiry is not handled
via email ant the response was within Rushcard procedures.We appreciate [redacted] feedback and look forward to continue the servicing
of his financial needs.    Sincerely,Corporate Customer Service

November 13, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:      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] Singleton, on November 4, 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
states that she did not receive her $40.00 to her RushCard account for the ref
a friend program. [redacted] also stated that she would like to be
compensated for the ref a friend program.On September 10, 2015,
[redacted] applied for a RushCard with using a referral code [redacted] at the
time of the application.  On
November 10, 2015, [redacted] contacted RushCard customer service and was
advised that her card needed to be activated in order to receive the Ref a
Friend Credit. On November 13, 2015, [redacted]s account was credited
$20.00 for the Ref a Friend Program. We appreciate [redacted]
[redacted] feedback. Our goal is to create promotions that are easy to
complete and deliver financial convenience supported by reliable customer
service.  Tyree T.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

April...

14, 2016
VIA ONLINE
SUBMISSION:
RevDex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:                  Consumer:  [redacted]
Complaint
number:  [redacted]
            Complaint
date:  April 12, 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 she has not
received her direct deposits two days early. 
[redacted] states that she is not able to complete card to card
transfers.  [redacted] also states that
she would like a full explanation regarding the issues that she is having.
On April 14, 2016 a corporate customer service specialist
contacted [redacted] to discuss the issue she was having with her direct
deposits and not being able to initiate a card to card transfer to another card
holder.  [redacted] was educated on the
direct deposit process and posting time frames. 
[redacted] was also advised that RushCard would be researching her issue
of not being able to process a card to card transaction.
We appreciate [redacted] feedback.
    
Regards,
RushCard Corporate Customer Service