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.   I haven't been contacted by Rush Card, my cards are still inactive, my money is still gone, and when you call the 800 number, you can't get through. This is unlawful and inhumane. 
Regards,
[redacted]

Revdex.com:As I have spoken with several customer service agents I have been getting conflicting information and I have also Attorney General ans they have told that Rush is not suppose to be asking me for my social security card and I will not be sending. See my problem is this I put the dispute in and information was still being sent to the very people that took my money in the first place Rush customer are not taking accurate notes. I am being told to many did different thing. This makes me very angry with Rush I have be a customer since December 2003 that is a total of 16 years. I have filed a complaint with the Revdex.com, Federal Trade Commission and Consumer Financial Protection Bureau, and June 6, 2016 I will be filing a police report. 
As I said this whole situation has cause me nothing but problems, and financial issue the very things they say that they want to prevent. I feel that No one is taking my case serious as they have texted information about a re-deposit to the very people that hacked my account to begin with so God knows what else they have sent them. I was suppose to get check and then they void the check and say nothing I had to call into customer service to find out that is happening. Like I say I will not be sending Social Security card, and as for my Id they can have that because my address is currant on my ID my government issued ID.
[redacted]
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]

Revdex.com
** [redacted]
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RE:  Case [redacted]
 
October 15, 2014
 
We
received Mr. [redacted]’s complaint regarding the availability of funds and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
The
direct deposit in question was received by RushCard with a pay date of
10/8/2014. Since the direct deposit was over our card load limit of $[redacted]
additional documentation was required from Mr. [redacted] of his driver’s license
or state identification card, social security card, and letter from the
remitter validating the deposit amount as well as the address on the account. I
am showing that the documents were received from Mr. [redacted] on 10/8/2014 and
they were forwarded over to the corporate office for review. The process of
validating documents can take 24-48 business hours to be reviewed and because
of the very large dollar amount addition validation had to be completed prior
to posting the funds. Both documents
from the remitter was not sufficient for validating the deposit. Since the
deposit was in the system for 7 days as pending the system has automatically
returned the funds back to the remitter on 10/15/2014. It does take 3-5
business days for the remitter to receive the funds back and then Mr. [redacted] will
have to claim the funds.
We
sincerely apologize for any inconvenience this has 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 and avoid similar problems for all of our
customers.
 
Regards,
 
[redacted]
Customer
Service Specialist

The Revdex.com
** [redacted]Cincinnati Ohio[redacted]
RE:  Case [redacted]
February 20, 2015...


We received Mr. [redacted]’s 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 2/11/2015 Mr. [redacted]’s card
was blocked due to possible account take over. Per process and procedure we
have asked Mr. [redacted] to provide us verification documentation (valid State
issued ID/Driver’s License, SS card, and proof of address – dated within the
last 30 days). I am showing that Mr. [redacted] has sent in all the required
documentation and they were forwarded to the corporate office for review.
Corporate has reviewed documents and Mr. [redacted]’s card has been unblocked. We
apologize for any inconvenience and frustration this may have caused Mr. [redacted].
 
We appreciate Mr. [redacted]’s 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

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me , they have not reimbursed me for the any bills that was late due to this situation and they refuse to waive the $ 30 fee, I have received late notices in regards to late fees for the bills that had to be paid late as a result of my Rushcard not getting to me in a timely manner . I refuse to diffuse this matter so easily . I feel they are very inconsiderate in not giving me any type of compensation for this matter , I will be closing my account with Rushcard as soon as my companies accountant gets back from vacation next week . This whole ordeal has been very draining for me and my family and this is the worst experience I have ever had to deal with. The least they can do is compensate me for all of my late fees . My car insurance has been cancelled as of Dec 6th, I will need to reinstate that and I have received 2 late fee charges for my car note due to the lateness of the arrival of this card and my rent was due Dec. 1st. Food for my family has been another issue . This Rushcard company has been nothing but a big "PROBLEM AFTER PROBLEM ". Bottom line is I should be compensated for all my late charges if I need to fax over any documents of these particular bills I will do so if need be . Mr [redacted] seems to be very unmoved as to my situation . please try and help resolve this issue further.
Regards,
[redacted]

The Revdex.com
** [redacted]
[redacted]RE:  [redacted]
June 25, 2014
We received Ms. [redacted]’ complaint regarding the level...

of
customer service received and the availability of her funds.  RushCard logs all customer contact and
activity associated with financial cards.
Ms. [redacted]’ complaint is stating she was looking to withdraw
cash from a bank for $[redacted] and the bank authorized the wrong amount of
$[redacted]. She also indicates the Bank attempted to make the correction but a
hold for the wrong amount ($[redacted]) was authorized on the account which in turn
would not allow the correct amount to be withdrawn based on available funds. In
the event a customer attempts to make a withdrawal from a bank (over the counter)
the transaction is authorized and a hold is placed on those funds – this
process is called “manual cash withdrawal”. Based on the transaction being a
“manual cash withdrawal” due to banking regulations, we are unable to release the
holds via Rushcard’s Merchant Hold Release policy (a letter to be typed on
company letterhead including customer’s name, LAST 4 numbers of card, date,
time, amount of transactions, a description on why we can release the hold, and
contact information (name and direct number). Unfortunately, Ms. [redacted] would
have to wait the full 10 calendar day timeframe before the hold on the funds
would be released.  We show the hold is
due to be released on/by 7/4/2014. We understand Rushcard’s Merchant Hold
Release process was explained to Ms. [redacted]’ initially as a way to expedite the
release and on behalf of Rushcard we apologize as this would be an event where
the policy could not be completed.
Again we apologize for the misinformation and sincerely
understand the frustration and inconvenience this may have caused. We appreciate
Ms. [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

The Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202-2468
August 1, 2014
RE:  Case
We received Mr....

[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.
Mr. [redacted] card was blocked by
our Risk team as a precautionary measure based on unsuccessful verification
attempts on Mr. [redacted] behalf. Per process and procedure we have asked Mr.
[redacted] to provide us verification documentation (valid State issued ID/Driver’s
License, SS card, and proof of address – dated within the last 30 days).
Mr. [redacted] has sent valid copies
of his Driver’s License and his social security card but we’re still needing
valid proof of address (dated within the last 30 days). There’s acceptable documents we accept
as proof of address and all have to be dated within the last 30 days, I’ve
listed them below:
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food stamps/assistance)
Insurance bill (car, house/renters)
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

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 submitted this complaint weeks ago. Unfortunately, RushCard responded extremely late to my initial inquiry, which is the reason that I contacted the Revdex.com. I have an email confirmation from RushCard that explains that I would be contacted in 12 HOURS regarding my dispute. I was not contacted within 12 hours. Additionally, my issue still has yet to be resolved. The problem is that I went to the gas station and charged $26.03 in gas. The very next day, I was being charged more than $140.00 over what I should have been on gas--which caused me to not have access to my money--I was unable to pay bills. I incurred late fees--and was unablel to get to work. I am NOT satisfied with not being charged fees for this service from November-February--as I will not be continuing to use RushCard once my new account cards, checks, etc arrive in the mail. 
I reject this offer. I want my money refunded--along with the $200 additional that I'm asking for in order to be restored back to where I was before this error on RushCard's behalf occurred. If not, I am fully prepared to secure an attorney and join in on the class action lawsuit that I'm certain RushCard is facing as a result of their negligence. Consumers should NOT be penalized for their error. 
Regards,
[redacted]

June 15, 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 June 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 filed a dispute for ATM non-dispense on May 28, 2016. [redacted] also states that she was informed she would receive a provisional credit.   On May 28, 2016, [redacted] filed an error allegation dispute regarding a charge in the amount of $242.95 that was made on her RushCard account. Per RushCard’s Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. However, provisional credits could be applied if a customer is eligible. We show our dispute team is still investigating the dispute filed but a provisional credit was applied on the account on 6/13/2016 in the amount of $242.95. A final letter will be sent to the address on the account notifying [redacted] of the resolution.   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. 
Regards,
[redacted]  
The company Still has not provided a date to when $582.16 will be back into my account. this company system was down for 2 weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!! 
You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked 75 hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less.

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 want my 800 dollars that is suppossed to be on my card. My card nor my Wifes account are working, so you are lying. I want compensation for the issues and I want my money I entrusted your company with.
Regards,
[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 25, 2014
We received...

Ms. [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.
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 federal
tax refund deposit for Ms. [redacted]’ on 2/18/2014 with an effective date of 2/20/2014.
We requested additional documentation to validate her account and the tax
refunds. The validation process must be completed prior to any funds being
released. Upon receiving all necessary documentation to validate Ms. [redacted]’
account and tax refund we were able to post and release Ms. [redacted]’ tax refund
on 2/25/2014. We sincerely apologize for any inconvenience it may have caused
Ms. [redacted]. We sincerely apologize for the
inconvenience.
We appreciate Ms. [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]
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. 
This does not fix anything as far as the holiday fee schedule I feel we should be compensated because of the inconvience you all caused I lost my apartment and was unable to pay some bills.a
Regards,
[redacted]

The Revdex.com
** [redacted]RE:  [redacted]
October 10, 2014
We received Ms. [redacted]’s complaint regarding the level of
customer service received and the availability of her funds.  RushCard logs all customer contact and
activity associated with financial cards.
 
The merchant sent the transaction over to RushCard as a
“quasi cash transaction”. Due to bank regulations we are unable to release these
types of holds. We understand RushCard’s Merchant Hold Release process was
explained to Ms. [redacted] initially as a way to expedite the release.
We apologize for the misinformation and sincerely understand
the frustration and inconvenience this may have caused. 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. 
On May 20, 2014 I spoke with [redacted] from corporate office, she was apologetic from what happened. I told her that I've been diligent in contacting their customer service since I filed the complaint on April 25, 2015. I just want to make a correction that I have not received "Written Statement of Unauthorized Debit" until this morning through e-mail approximately 7:30 am from [email protected]. I do received the "Card Error Allegation" form of April 25th 2015 thorough email from [redacted] (Member Services Specialist) which I faxed over to Rush Card promptly. I had several follow-up call with Rush Card customer service which I sure is noted in my account and each time I was given no definite or clear answer. [redacted] informed me that they were only waiting for the Written Statement of Unauthorized Debit to further process my case. I told [redacted] that during my several follow-up this was never brought up to me, I inquire several time what is holding up my account and every time I never got a clear or definite answer.
This morning I was assured by [redacted] that my complaint will be taken care of and to fax over the requested documents which I did today 05/20/2015 at 9:22 am PST. I was informed that they will work it out and that they will have a result by the end of this week. I will wait for any further action from RushCard.
Regards,
[redacted]

RevDex.com
** [redacted]
[redacted]
 
RE:  Case [redacted]
 
October 23, 2014
 
We received Mr. [redacted]’s complaint regarding the
availability of his funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
On 5/6/2013 a replacement card was issued for the
lost card that was reported which means that the card number was replaced but
the account still remain active. Any transaction(s) rather it’s a card to card transfer,
a deposit or a load can be processed on an active account. We apologize for the
inconvenience that this may have caused Mr. [redacted]. Unfortunately, we are
unable to reverse the card to card transfer back to Mr. [redacted]’s account due to
the funds not being available. Mr. [redacted] will need to contact the receiver to
retrieve the remainder of his funds.
 
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 and
avoid similar problems for all of our customers.
 
 
Regards,
 
[redacted]
Customer Service Specialist

All paperwork including approval from [redacted] was sent over to RushCard regarding dispute and amount to be released, nothing else needs to be done on my end because all paperwork were sent to Rushcard. Not my issue if Rushcard could not properly handle paperwork. I'll need someone to call me and to release funds back to me
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]

On September 09th, 2016, [redacted] contacted UniRush to file a dispute for three [redacted] transactions that posted in June and September, totaling $209.47. [redacted] claimed her card had been in her possession when the fraudulent transactions occurred. [redacted] told the Customer Service agent her husband used her card without her consent. She said they had been separated for a while. She said she contacted [redacted], but they could not do anything for her.
On September 22nd, 2016, [redacted] contacted UniRush to cancel her dispute. On September 23rd, 2016, [redacted] contacted UniRush Customer Service department asking for her refund from [redacted]; Customer service agent told her there is no refund posted to her account.
 
Refund [redacted] is requesting is part of the chargeback process.  UniRush filed Chargebacks on behalf of [redacted] before she decided to cancel the dispute; however, once chargeback has been processed, it cannot be retracted. And based on chargeback rules, the merchant is required to provide temporary credit up to 45 days. The refund [redacted] mentioned to [redacted] is the temporary credit the merchant has to provide during the investigation of a Regulation -E   case.
 
On November 7, 2016, UniRush won chargebacks on two out of three chargeback processed. Credit for $139,66 will post to [redacted] RushCard by November 8th, 2016. And for the 3rd transaction, merchant has until December 3rd,2016 to reject chargeback.
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.  
Regards,
Account Status: Call Customer Service
$0.00 Account ending: [redacted]
Valid thru: 3/2019 Rush Unlimited this is my account they now are saying they closed my account if they have 621.00 in disputerd charges they sure did not give me no credit for them till now more then 92 days laterto buy ven more time they closed my account and mailed a check to me to take even a longer time if the investion on the policy and terms page said 45 dasys to 60 days they did not even come close to meeting the dead line they claim on the phone 90 days well 92 days still not in the terms so they clearly have lied I had a claim all forms faxed in and showing 1755.00 in charges and I even faxed them in I have copies of them being faxed in they still closed the account and the claim so the problem is not fixed 
[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 [redacted] have contacted this company a multitude of times and there customer service repa hung up and gave me wrong responses. They sent me emails that had nothing to do with what I was inquiring about with my account. Rushcard is a rip off and they have taken money from individuals for no reason. They have caused my children distress because they were having troubles and couldn't handle my issue in a appropriate fashion. I will not accept any type of excuse from this company. They should pay me back my money without any hesitation if you are a bank u can put stops to any transaction. This is ridiculous and I want justice to be served against this company and its poor Customer Service 
Regards,
[redacted]