Unirush Financial Services

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

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

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'm simply tired of arguing back and forth with Rushcard.  I eagerly await my refund so I can thereafter close my account with them.  They are wrong but cannot and will not admit it.
Regards,[redacted]

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

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

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

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

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
7
W Seventh St Suite 1600
font-family: Calibri, sans-serif;">Cincinnati
Ohio 45202
 
Re: [redacted]
 
March 3,
2014
 
We’ve
received Ms. [redacted]’s rebuttal to our response to her initial complaint regarding
the customer service received. Rushcard logs all calls and activities
associated with financial cards.
We here at
the corporate office will be more than happy to assist in any issues she has
regarding the customer service she received. We have provided necessary
feedback and we have had our response team reach out to Ms. [redacted] as well.
 
If Ms. [redacted]
would like to discuss the matter further she can contact our corporate staff at [redacted] ext [redacted]. We appreciate Ms. [redacted]’s feedback and look to continue
to be clearer in our approach to giving the best customer service we can.
 
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]
 
still waiting for my credit. also my dispute forms for the unauthorized purchases on my account that were NEVER sent to me.

January 20, 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 12, 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 is deprived access to the funds in her RushCard account. [redacted] also stated that she attempted to retrieve the funds from her RushCard account. On October 22, 2015, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $403.00 that was made on her RushCard account. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. On December 18, 2015, the unauthorized transaction dispute was found in [redacted] favor and a final credit of $403.00 was issued to her account. A final letter has been sent to the address on the account notifying [redacted] of the resolution. The unauthorized transaction dispute has been closed, and as such we consider this matter resolved. [redacted] was having difficulties with using her card due to the card never being activated. On January 19, 2016, [redacted] card was manually activated for her and she will need to reset her pin number via the pin line at ###-###-####. 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. We will provide notification on the resolution.       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. 
Regards,
[redacted]

I been customer with rush card four years never had any problems until recently. my card was compromise at target so they sent me a replacement card that I cant use. lied multiple occasions about sending me a replacement card 1-2 business days [redacted] express delivery im still waiting. the csr are the worst even supervisors lied very unfortunate because I always spoke real good about them never again stopping direct deposit asap.

They keep saying the system is back up but its not. Will not allow you to log in, still not taking calls, nor will it allow me to use my card. Very disappointed in their professionalism, if theres a problem they need to own up and keep us informed with the truth. We all need our money and would appreciate the truth please!!

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
 
RE:  Case [redacted]...

[redacted]
March 10, 2015
We received [redacted] complaint
regarding access to her funds 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. If [redacted] can supply us more
information to locate her that would be greatly appreciated. If she has an online
account with us what is her login name? If she can supply us the address we
have on file for her. The address showing through Revdex.com is not pulling her
information.
We appreciate [redacted] patience during this matter.
We would like to assist her here at corporate but need more information.
Regards,
[redacted]
Customer Service Specialist

January 26, 2016   VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]
11pt;">                        Complaint number:  [redacted]             Complaint date:  December 2, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that she is missing funds from her RushCard account. [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue.   On December 1, 2016, [redacted] attempted to process a card to card transfer from her Rush [redacted] account to her RushCard. The card to card transfer was unsuccessful as her RushCard [redacted] balance reflected negative. This was a display error that has since been rectified as a courtesy we have applied a customer service credit of $50.00 for late fees [redacted] states occurred as a result of not being able to process a card to card transfer. On December 5, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush [redacted] account.     We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  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.   
I still do not have access to my money. When I call they give me the same run around each time. Once I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech people. After being on hold for an hour, they finally pick up to tell me that they are not able to help me either. They say they have to expedite my case to their case managers and that I will have access to my money in 24 hours. I've heard this twice a week for the last 2 weeks now. 
Regards,
[redacted]

May 24, 2016
New Roman', serif;">VIA ONLINE SUBMISSION:                                  �...⇄ Revdex.com® 1 E. Fourth St Suite 600 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 May 20, 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 has not received her replacement card that was issued expedited. [redacted] is requesting access to her funds as soon as possible. On May 24, 2016, We made an outreach to [redacted] and informed [redacted] that we have no record of her having an account with us here at RushCard. RushCard Live is associated with [redacted] and all issues and inquiries are handled through [redacted]. We have provided [redacted] with the contact information for RushCard LIVE and [redacted] to inquire about her replacement card. We appreciate [redacted] feedback. 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.  For your reference, details of the offer I reviewed appear below.
I spoke with Bancorp at the number that was provided I understand there is a 45-60 day waiting period. I feel as if they should move my claim up because I waited almost three weeks to receive the dispute forms and I would have never received them if I did not call back to let them know they never came in the mail. I keep being told that it has not been reviewed yet and can never get a supervisor on the phone when I request to speak with one. This has caused me to be behind in all my bills and I cant make  promise to pay because they can not give me a date to be expecting my funds back.
Regards,
[redacted]

Revdex.com
** [redacted]
Cincinnati Ohio [redacted]
 
'Segoe UI', sans-serif;">
RE:  Case [redacted]
June 6, 2014
 
We received Ms. [redacted] complaint as it relates to access to her
funds and the level of customer service received.  RushCard logs all
customer contact and activity associated with financial cards.
We understand her frustration and the inconvenience this may
cause. Bancorp needs to conduct an investigation and during this process she
can always contact Bancorp. Bancorp handles all Rushcard disputes and they will
be able to supply updates and statuses on the claim Ms. [redacted] submitted.
We advise Ms. [redacted] to continue to stay in contact with
Bancorp. Bancorp’s contact telephone number is [redacted].
Again we apologize for the inconvenience and the frustration
this may cause.
Regards,
[redacted]
CS – Audit/Compliance Analyst