Unirush Financial Services

[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. 
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: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
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
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

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]

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

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:
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. 
Rush Card claims to take customer complaints serious, but is this an exception for me? How could my complaint be taken seriously when I've been complaining since August 2015? Rush Card claims to protect customer identity and resources. This too must be an exception for me because my identity and resources were compromised. I have had several Rush Cards sent to me because of the same issue. The same company has withdrawn resources from my account after Rush Card told me my debit card was compromised and I needed a new card. After the 4th Rush Card sent to me, I believe Rush Card does not protect its customers or their resources. Rush Card claimed in there response that no error occurred. How is that possible? Check my account history, my transactions, my complaints, it will be clear that an error in fact did occur. Rush Card is attempting to get away with closing my account and deleting me instead of refunding my resources. How is it possible to tell me, a loyal Rush Card customer that you attempted to expedite my new card but the system did not let you, so I have to apply to Rush Card all over again? That does not sit well with me & I know I am not being treated fairly.
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.

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

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 St Suite 1600
font-family: Calibri, sans-serif;">Cincinnati
Ohio 45202
 
RE:  Case [redacted]
January 17, 2014
 
We
received Ms. [redacted]’s 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 Ms. [redacted]’s concern with
her account. We are showing that a dispute was filed on 12/2/2013. Disputes are
handled in the order that they are received and could take  45-90 days. They
do not necessarily always take the whole timeframe, but we do give that in
order to complete the investigation.
 
Bancorp handles all disputes on Rushcard’s behalf
and Ms. [redacted] will need to contact Bancorp for any updates regarding her
dispute. Bancorp phone number is 1-[redacted]. We sincerely apologize for any
inconvenience this has caused Ms. [redacted].
 
We
appreciate Ms. [redacted]’s feedback. These types of issues go directly against
our mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
 
 
Regards,
 
[redacted]
CS
– Audit/Compliance Analyst

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 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:
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.   Yes I do have access to my funds now but have only received 1 call from Rush during this entire ordeal. An additional $20 credit did not pay my late charge to my finance company and me not being able to access my funds on the first day does not constitute for it either. If RushCard takes their customers as serious as they say they do I should have received multiple calls trying to rectify this matter. I'm not asking for a handout but for them to compensate me for late fee I was billed due to their system malfunction. Once I can be reimburse for their errors I can consider this case closed. As of right now this case is still open because I have not received compensation.
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