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. 
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]

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.

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
** [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

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]

October 13, 2015
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 September 11, 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. 
On October
13, 2015, a Corporate Customer Service Specialist contacted [redacted] and got
clarification on the remaining balance. [redacted] was advised that we will
research the check that was sent on September 8, 2015 for $73.22. A credit for
$35.95 was applied to the card ending in 4151 for a $30.00 expedited card fee
and a $5.95 monthly card fee.  [redacted]
was advised by a Corporate Customer Service Specialist, that calls will be reviewed
and if necessary, coaching and feedback will be provided.
We appreciate [redacted] situation
and understand the stress identity theft can cause. 
Sincerely,
Kathy R.
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. The issue cannot be resolved with the merchant because there was never a purchase that went through. The "authorization" was in pending status from 11/12 through 11/22. When it dropped from pending status I called and was told by Rush Card to wait 24 hours for the funds to be released. That doesn't even count the prior promises made by Rush Card agents that my funds would be refunded sooner. The funds held by RUSH CARD have  still not been refunded after countless phone calls, and today is December 1st. The merchant does not have my funds and has never received funds. Rush Card operators were notified of this by myself and the merchant in three way conversations initiated by Rush Card. I called yesterday (11/30) to find out the status of my situation and was told they couldn't help me because there is no record of those transactions on the 12th. So now my funds are in limbo and Rush Card doesn't want to help. I've notified them immediately of the issue, waited countless hours and days on the phone. Someone with authority at Rush Card should at least look up my account info personally to see whats going on. I cannot dispute charges never made and that is one of the reasons Rush Card operators keep beating around the bush, making false promises, and hanging up on me. They don't even know how to help me. If there was a "dispute" process I should have been made aware the first day I complained. No matter what the protocol may be, I should not be asked to do anything else but await my funds as Rush Card operators were the ones who misled me with false dates, lies, and less than acceptable customer service. It is evident by the general response given by Rush Card that whoever gave the response hadn't even taken a chance to look up my account before responding to my complaint.  This situation obviously  needs to be examined by someone in the company with knowledge and authority to do the right thing. 
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 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:
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.  
The response below makes no sense. On October 7, 2015, my paycheck in the amount of 1,288.93 was direct deposited into my account, bringing my available balance to 1,665.17. On October 8, 2015, my ORIGINAL purchase at [redacted] of 93.39 was DEDUCTED from my account because I MADE a PURCHASE! That brought my available balance down to 1571.78. I also withdrew 750.00 at a bank..bringing my available balance to 821.78. Another purchase of 35.00, balance brought down to 786.78. Purchase 106.54, balance after, 680.24. Purchase 107.72, balance after 572.52. Purchase 23.33, balance after, 549.19. Purchase 48.60, balance after 500.59. Purchase 64.79, balance after, 435.80. Purchase 9.38, balance after, 426.42. Purchase 14.86, balance after, 411.56. Purchase 21.70, balance after, 389.86. Purchase 36.39, balance after, 353.47. Purchase 279.40, balance after, 74.07. Service fee charged, 1.00, balance after, 73.07. Purchase 30.00, balance after, 43.07. Purchase 30.00, balance 13.07. Purchase 13.89, balance after,  -.82. Service fee CREDITED 1.00, balance after .18. 
As you can CLEARLY see, my balance consistently went down with each purchase as it should have. HOWEVER, there was no CREDIT back to my account for the RETURNED items! The original purchase IN FULL was deducted from my account as it should have been however you are stealing the money that [redacted] has given back to me!!!!! I don't know how else to explain this other than to file a lawsuit against this company! You cannot legally keep my money and keep trying to tell me that I've already got it! The fact of the matter is you're not understanding! When I purchase something, funds are removed from my account! When I return items to the store, they take those funds and give me a partial refund totaling the amount of the items I returned! You are not honoring this and I am outraged that I even have to explain this as if you are in kindergarten! I can clearly see why this company is going down the tube and you are going to find yourself at the bottom end of a class action lawsuit of you haven already! Please just give me my money so I can be done with your awful company! Do the math as shown on my account! It's obvious and clear!!!!!
Regards,
[redacted] 
Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. RushCard released this authorization hold on 10/7/15, and the funds were not deducted from [redacted]’ account.

The Revdex.com
** [redacted]
[redacted]
11pt; font-family: Calibri, sans-serif;"> 
 
RE:  Case Number [redacted]
 
October
1, 2014
 
We
received Mr. [redacted]’s complaint regarding the transactions being put on hold
and the level of customer service received. RushCard logs all customer contact
and activity associated with financial cards.
 
Our records show that Mr. [redacted] contacted our customer service department
on 9/17/2014 regarding two $[redacted] pending gas holds from [redacted] Gas Station on
his account. If the card is used at an automated fuel dispenser ("pay at the
pump"), the merchant may preauthorize the transaction amount (place a
hold) on the Account of up to $[redacted] or more. Per our terms and conditions any preauthorization amount will place a “hold”
on the available funds until the merchant sends us the final payment amount of
the customer’s purchase. Once the final payment amount is received, the
preauthorization amount on hold will be removed. An agent from Corporate has
reached out to Mr. [redacted] to advise him that both of the $[redacted] holds will be
released on 9/27/2014. Both holds were credited back to the account on
9/27/2014. We
apologize for the frustration that Mr. [redacted] experience with customer
service and we will be reviewing calls of the agent(s) that disconnected the
call. We will be sure that proper training and possible repercussions will be
given going forward.
 
 
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

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 called rush card on feb.3,2016 to see what was going on with my dispute I was notified that my dispute was denied and basically that the merchant of super 8 can keep my $100.00 because they say they did not recieve my signed error allegation form but in responses to my report to the Revdex.com and when I called they said that they did recieve my signed error form. Then I spoke with a supervisor and he stated that they ruled in the merchants favor because they refunded me and I let them know that it was not my fault not the merchants fault that my money was not recieved it was rush cards fault because I never got it after it had been refunded to my rush card by the merchant. The mistake was on rush card not anyone else and then I asked the supervisor "that means the merchant can keep my money?" And he says right out of his mouth yes they can and if I don't agree than I can open another dispute. This is not right at all and I knew this would happen. This company and some of their employees are full of crap and they do not care about their customers nor do they care about what they do. This is very ridiculous and I will not be dealing with this company anymore and I am looking into suing them. I don't care if it's just $100.00 it's my money and they know they are wrong for doing what they are doing 
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]
Good Morning [redacted],I would like to re-open my complaint case ID # [redacted] . My original case was closed because I asked Rushcard to provide me with documentation that was used during their investigation that proves that there was not any fraudulent unauthorized ATM withdrawals on my account. I received a letter from them on June 7, 2016 and it was the same letter that was mailed before stating that no money would be refunded to me. It also included a sheet of paper showing that on April 14th(when I noticed the fraudulent charges ) that my card was placed on hold status because I requested it to be. The other information on the document shows that a replacement card was issued, but I did not receive the card until April 25, 2016. I called and spoke with Kathy R. today and I explained the document that was mailed does not provide any information as to why they are refusing to refund my $806.00 + the 2 out of network $2.50 ATM fees.She stated that she would refer my case to the Dispute department Manager named Anna. When I asked for the Anna's last name and direct phone ,she stated that she could not provide me with that information. I mentioned to Ms. R. we have previously spoke about the Dispute Manager on May 26, 2016 and she did provide me with Anna's last name, which is D.. When I asked her why would she withhold information from me, she simply stated that she did not have to provide me with Anna's last name or her direct number. Ms. R. stated if Anna wanted me to have that information , she would give it to me herself. This is a second request to have this case reviewed again and I mailed another rebuttal letter like they requested, but they keep closing the case. Ms. R. stated that no monies would be refunded to me because I did not change my PIN# on my original card. I stated that I did not understand that because when I noticed the fraudulent charges I noticed Rushcard(which is states in the cardholder agreement)  on April 14, 2016 and I requested for them to place a hold on the card , so no other charges or any activity would be suspended due to the 2 previous fraudulent charges on my account. They did place a hold on the account and they submitted a request to mail out a new card to me which I received on April 25, 2016 and I activated the card at that time.I would like for Rushcard to refund my entire $806.00 plus the additional $2.50 fees for these fraudulent charges on my account. I have been provided with inaccurate information and given the run around. This has been a tiresome process for me and all I want is for Rushcard to provide their customers with correct information and resolve their customers issue when they arise. I would like a total refund of $811.00 and I would like this amount applied to my card immediately.I have been treated unfairly and I should not have to wait an additional 45 -90 days more for them to do another investigation. I have all the documents that I submitted to Rushcard, if they are needed.I would greatly appreciate your cooperation and assistance in this very important time sensitive matter.If you have an additional question please feel free to contact me at ###-###-#### or via my email address ,  [redacted] Thank You, [redacted]

I contacted unirush customer service several times since my complaint and request in February and I still haven't receive any letter or Information regarding my dispute. Every time I called I have been told that they will send me a letter and that my claim was denied because Unirush believe the transactions were mine even though I live in another state and the failed to notify me of the transactions when I have alerts set up. Also that it's just there opinions and they have no proof to provide to me of an investigation. I advised the representatives about the fdic rules and protection of a cumsumer. 
 
I am am still needing my 789.00 that unirush allowed someone to used my car in another  state plus the took over 2 weeks to closed my card and send me a new one..
this case needs to be expedited 
thank you
[redacted]

May 3, 2016
none;"> VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:       Consumer:                   [redacted]             Complaint number:     [redacted]             Complaint date:          April 28, 2016                         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.   [redacted]’s complaint contends that an unauthorized transaction was charged to his RushCard account. [redacted] also stated that he was provided with conflicting information by RushCard customer service and requested to receive his funds. [redacted] filed an unauthorized transaction dispute that was denied due to no error occurred. RushCard dispute team received a rebuttal letter from [redacted] to help reopen the denied claim. On April 29, 2016, the dispute team reviewed the letter and overturned the decision of the claim. A final credit or $940.00 was issued to [redacted] RushCard account. 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.       Tyree T. 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.  
On December 18, 2015, I advised the customer service representative from the Restitution Department that I had yet to receive any forms claimed to have been emailed to me. At which time, she resubmitted the email and it was received and promptly returned. Today on December 21, 2015 a representative did reach out to me regarding the documents sent in to resolve my Claim for Reimbursement on Late fees charged to me by the merchant. She advised that this matter could take up to 6 weeks to review and that I will receive an email with the results of the review. 
On December 18, 2015 during the same conversation, the representative confirmed that the Dispute department did receive my Error Dispute Form regarding the 852.99 that was never received by the merchant. She said that the Error Dispute team will take anywhere between 45-90 days to resolve.
As identified above, there are two matters that need immediate resolution: 
1. Error Dispute - 852.99 never received by the merchant since October 17th
2. Claim for Reimbursement of Fees - $237 as of today has been charged to me by the merchant for non-payment as a result of #1(above)
As I have expressed several times, this is a HOUSING PAYMENT. The merchant, by [redacted] State Law, is not obligated to wait for your resolution before deciding to evict me from the property for non-payment. This issue is damaging my credit and rental history. This issue is not at the fault of my own in any way what so ever but rather the fault of RushCard, [redacted] and whatever issues resulted in the system migration. A turn around of 6 weeks, 45 days, or 90 days is EXTREMELY UNACCEPTABLE  and OUTRAGEOUS. This is a time sensitive matter which could result in legal ramifications if the merchant decides to take advantage of their right. 
This company has stripped me of my money, and potentially my home. There is a deadline of 12/31/2015 to have funds paid to the merchant. I need the amounts in question to be available in my account on or before 12/31/2015 in order for this complaint to be properly resolved. Any other outcome would be highly questionable, probably rejected, and escalated as deemed appropriate. 
The resolution to this matter has already been prolonged since October 17th. I have also provided all the necessary contact information to the merchant, their bank, and their payment processor. I have been able to contact all parties of the merchant ([redacted] Services) within a day without issues, delayed holds or any problem. Therefore, RushCard representatives should not need an excess of 5 days to correct their stupidity and errors. 
Resolve ASAP (not next month or next year, but ASAP)
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.  This company has not yet refunded me my declined transaction that went through days later.  And still no call from this company.
Regards,
[redacted]

July 22,
2015
 
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]
[redacted], on July 9, 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 RushCard denied her unauthorized transaction
dispute in the amount of $244.99. [redacted] also experienced substandard
customer service when contacting RushCard Customer Service.
 
On July
2, 2015 [redacted] filed an unauthorized transaction dispute regarding a $244.99
charge on her account.  On July 2,
2015, the RushCard dispute team received a signed unauthorized transaction dispute
form from [redacted]. On July 8, 2015, [redacted] unauthorized transaction
dispute was denied due to no error occurred. On July 15, 2015 [redacted] contacted
RushCard Corporate and was advised of the rebuttal letter process to reopen the
denied unauthorized transaction dispute. [redacted] has faxed the rebuttal letter
and any additional documentation to the disputes department and will take up to
45 days for the claim to be reopened. [redacted] contacted Corporate on July 16,
2015 and was advised that her documents were received and are currently under
review.
 
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable customer service.  
 
Tyree T.
Corporate Customer Service

February 16, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]...

                         Complaint number: [redacted]             Complaint date:  February 8, 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 contends that a payment in the amount of $121.22 was canceled after being made on her RushCard account but is still in pending status. [redacted] also stated that she has attempted to contact RushCard but has not received a response back.     On January 28, 2016 a transactions in the amount of $121.22 was made on [redacted]’ RushCard account from [redacted]. On February 2, 2016, [redacted] contacted RushCard customer service and advised that the transaction was canceled and should be credited back to her account. [redacted] was informed by the customer service representative that the transaction was unable to be canceled and is still in pending status. [redacted] would need to wait until the transaction would fall off her account. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of February 16, 2016 there is no longer a pending charge of $121.22 on [redacted]’ RushCard account. Attached to the complaint response is a screenshot of the transaction not be deducted from the ledger balance.     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
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 4, 2014
We received Mr....

[redacted]’s complaint regarding access to his
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 Mr. [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. We acknowledge the delay in posting the deposit, typically there’s a
2-3 business day turnaround but the President’s Day holiday added a couple more
days to the turnaround time for processing. Upon receiving all necessary
documentation to validate Mr. [redacted]’s account and tax refund our corporate
staff was able to post and release Ms. [redacted]’ tax refund on 2/27/2014. We
sincerely apologize for the delay and any inconvenience it may have caused Ms. [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 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]
March 4, 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.
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 2/20/2014 with an effective date of 2/25/2014.
We requested additional documentation to validate her account and the tax
refund. The validation process must be completed prior to any funds being
released. We acknowledge the delay in posting the deposit, typically there’s a
2-3 business day turnaround. Upon receiving all necessary documentation on 2/22/2014
to validate Ms. [redacted]’s account and tax refund our corporate staff was able to
post and release Ms. [redacted]’s tax refund on 2/27/2014. We sincerely apologize
for the delay and any inconvenience it may have 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 to avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst