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.  
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.

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]

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]

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

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

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]

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

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
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

June 7, 2016   VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:        ...

Complaint # [redacted]                Consumer: [redacted]                               To Whom It May Concern:   This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 28, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint contends that RushCard blocked her card and ordered her a replacement card expedited at no charge per system error. [redacted] states she was advised of a wire transfer she would receive as a result of the system error.   On May 12, 2016, [redacted] contacted RushCard customer service regarding an unauthorized transaction being made on her account. Per policy and procedure RushCard is to block the card and issue a replacement. We show the card was not blocked at time of dispute which is considered an error on RushCard’s end. [redacted] card was not blocked and replaced until May 27, 2016where we processed a replacement card via [redacted] and waived the expedited card fee of $30.00. Under these circumstances an express cash would not be offered when an expedited card issued with the fee waived. We show [redacted] replacement card was received and activated on May 31, 2016.   We appreciate [redacted] feedback and sincerely apologize for the issues she had with her RushCard card. Our goal is to provide financial convenience supported by reliable customer service.    RushCard Corporate Customer Service

March 18, 2016
normal;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
            Complaint number:    [redacted]
            Complaint date:          March 17, 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] complaint contends that her card is stating
that it is expired.  [redacted] also states
that she needs the funds on her RushCard account.  [redacted] would like to close her Rushcard
account.
On March 8, 2016, [redacted] called RushCard customer service to indicate that she could not make
transactions using her RushCard.  The
card ending in [redacted] that [redacted] is using is expired.  A replacement card was processed on January
30, 2016.  Due to related system errors,
a new RushCard could not be generated for [redacted]. On March 17, 2016, express cash was issued to
[redacted] for the funds on her RushCard account. A corporate customer service representative attempted
to reach out [redacted] to advise her of this information.
We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced. Our goal is to provide financial convenience supported
by reliable 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
** [redacted]Cincinnati, Ohio[redacted]
 
RE:  Case [redacted]
class="MsoNormal">January 5, 2015
 
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.
 
Ms. [redacted]’ account has been closed and funds have been
moved to a holding account with [redacted] due to inactivity.  As part of our transition from [redacted] to
[redacted] on 11/13/2014, this account cannot be opened and [redacted] customer
service will have to assist further regarding Ms. [redacted] funds. On 1/2/2015 Ms.
[redacted] spoke to a representative from [redacted] and was educated to provide additional
documentation: Card number, a valid driver’s license or state ID, a signed
social security card and proof of address. Ms. [redacted] will need to send the
documents to [redacted] fax number [redacted] for further review. If Ms. [redacted]
have any questions or concerns regarding access to her funds please contact
[redacted] customer service at [redacted].
We appreciate Ms. [redacted]’ feedback and apologize for any
inconvenience and frustration this may have caused. 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]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,
[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]

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]
 
THIS IS [redacted], THEY ARE STILL LYING TO ME ABOUT MY MONEY. I HAVE BEN  WAITING ON YOU TO CONTACT ME,SO WE CAN GO TO THE NEXT STEP. THIS HAS DAMAGE MY CREDIT. SO IF YOU WOULD CONTINUE, I WOULD APPRECIATE IF YOU WOULD CONTINUE

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

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]

December 5, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                  Consumer:  [redacted] Complaint number: [redacted]             Complaint date:  December 3, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted]’ complaint contends that her funds for $81.31 are pending on her RushCard account.  Ms. Daniel also states that she would like the pending hold to be released.   The transaction for [redacted] in the amount of $81.31 was pending on [redacted] RushCard account ending in 5379.  As of December 5, 2016, the pending hold for $81.31 has since been released.  On December 5, 2016, a corporate customer service representative attempted to contact [redacted] to advise of the information.    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