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.   
Regards,
[redacted]
They are saying that the money was still on my card however in the document I provided it clearly shows the money being debited from my card.

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 17, 2014
We received Ms....

[redacted]’s complaint
regarding the level of customer service received and access to her funds. RushCard
logs all customer contact and activity associated with financial cards.
We apologize for any inconvenience and
frustrations this has caused Ms. [redacted]. We show on 1/27/2014 Ms. [redacted] contacted
our center to inform us of unauthorized charges on her account. Protocol is to
block the card and reissue a replacement card to make sure no other
unauthorized charges are applied. On 1/27/2014 we sent Ms. [redacted] a replacement
card standard delivery which takes 7-10 business days. The earliest Ms. [redacted]
would have received the replacement card would have been February 6th
and latest would be February 10th. We show Ms. [redacted] called to
state she had not received her card as of February 10th, as a result
we blocked the initial replacement and sent Ms. [redacted] a replacement card
through our expedited card process which is a 1-2 business day turnaround – we show
the card was activated on 2/14/2014. For the inconvenience we also waived the
$30.00 fee associated with this process. We also offered express cash option which
allows our members to get cash at a participating Money Gram same day. This
option was accepted by Ms. [redacted] so it would allow her access to funds while
she waited on the expedited card.
We sincerely apologize for any
inconvenience this may have caused Ms. [redacted]. We appreciate her 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:
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.  As you can see from the screen shots, I had $700 in my account, I attempted to transfer it and it stated it was complete and after it was still sitting in my rush goals! 
This needs to be refunded asap. 
Regards,
[redacted]

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.  Although, I suspect the problem will continue for others, I have stopped receiving emails. 
Regards,
[redacted]

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]

[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]

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]

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

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
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. 
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]

August 29, 2016   VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]  ...

                        Complaint number: [redacted]             Complaint date:  August 29, 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 RushCard posted his deposit to his account, then the deposit disappeared.  [redacted] also states that he had a debit from his RushCard account in the amount of $405.92 from [redacted] and that he does not have an account with them.   Our records indicate that on August 26, 2016 [redacted] deposit in the amount of $659.70 was credited to the RushCard account ending in 9333.  In addition, the transaction in the amount of $405.92 from [redacted] settled to the account on August 27,2016.  [redacted] will need to file a dispute if he does not agree with the [redacted] transaction.  On August 29,2016 a corporate customer service representative contacted [redacted] advising of the following information.   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

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 find that this resolution is...

satisfactory to me. 
Regards,
[redacted]

October 21, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:Consumer[redacted]  Complaint number[redacted]Complaint date: October 13, 2015To 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

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 sent Rush Card a copy of my [redacted] ID, SOC Sec card, and a copy of a bill 3 different times since January 2016. I also talked a [redacted] and they explained that they didn't have anything that do with the situation and since I was a Rush Card holder and Rush Card have to deal with [redacted] themselves. So for anybody to say now that they need paper work it's not true. Rush card has everything they need there just not willing to give me my money back. I have been dealing with this over 1year and half and I think it's unfair for Rush Card to say I have to deal with [redacted] I have been dealing with both of them. Rush card and [redacted] keep saying that they sent the money to the State of [redacted] on October 16, or 17, 2014. When I called the State department they said they only received money for 2 week's out the year which is June 1 too June 15 so somewhere someone is not telling the truth. However while taking too the State department I was informed to request a proof of delivery from Rush Card and I did you 3 different accusation and still no response. And now I have you saying to send information that Rush Card and [redacted] already have, so where do we go from here because Rush Card and [redacted] have everything
 
Regards,
[redacted]

The Revdex.com
** [redacted]
[redacted] July 18, 2014 
RE: [redacted]
We received Ms. [redacted]’...

complaint
regarding the status of her Rushcard accounts. RushCard logs all customer
contact and activity associated with financial cards.
 As it relates to access to her
funds Ms. [redacted]’ card were blocked by [redacted] after reviewing activity on her
account. [redacted] has blocked Ms. [redacted]’ Rushcard account and based on the
documents submitted to them more information is needed.
With [redacted] ultimately blocking Ms.
[redacted]’ card she’ll need to contact [redacted] directly. [redacted] contact number is [redacted]. She can also correspond via email to [redacted].
We appreciate Ms. [redacted]’ feedback
and advise Ms. [redacted]’ to continue to stay in contact with [redacted] to get this matter
resolved.
Regards,
[redacted]
CS – Audit/Compliance Analyst

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

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]

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.