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 company has not yet refunded me my declined transaction that went through days later.  And still no call from this company.
Regards,
[redacted]

In [redacted] complaint, she states she purchased a hoverboard for her daughter for Christmas but found out the company selling the hoveboards is a scam. She said she contacted RushCard to get a refund and was told temporary credit would post in 10 days and the investigation process could take up to 90 days. She said after being transferred to the Dispute Department, she was told she was misinformed and that the credit could take up to 90 days to be issued.
 
On December 4th, 2016, RushCard received [redacted] dispute for a transaction with [redacted] for $199.00.  We listened to the call and reviewed our records, and [redacted] has informed her by dispute agent the dispute could take up to 90 days to get credit.
On December 06, 2016, RushCard processed a chargeback on behalf of [redacted]. Merchant has until January 21st, 2016 to respond to chargeback. [redacted] will hear from RushCard after January 21st, 2016, by April 3rd.

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]

September 11, 2015
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 September 1,
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] complaint
states that RushCard charged her for a $30.00 replacement card fee, a onetime
card fee and transaction fees to her RushCard account. [redacted] also stated
that she would like access to her funds.
Per our initial response [redacted] contacted RushCard
Customer Service to request an expedited replacement card with a $30.00 fee.  However, after further review we have decided
to credit                 [redacted] account
for the $30.00 expedited fee and the $5.95 monthly fee.  
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.  
Kathy R.
Corporate Customer Service

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 11, 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 2/19/2014 with an effective date of 2/24/2014.
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. Upon receiving all necessary documentation to validate Ms.
[redacted]’s account and tax refund our corporate staff was able to post and
release Ms. [redacted]’s tax refund on 3/5/2014. 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

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.  They sent a generalized response that has nothing to do with my actual complaint. Nor has my money been credited back to my account. I have attached in detail the complaint, and all documents that I have sent them directly. 
Regards,
[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

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 find that this resolution is satisfactory to me. 
The company called me and resolved the matter. Thank you for your help.
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.   Rushcard : stop lying and played too many times! I have spoken to merchant and they mention u didn't contact them at all you were lying of [redacted] like always and stop post ads and convenient people and I warned them to not go to Rushcard company and and posted to show how you stolen the money from me and customers.
 Stop lying and if it's continue there will be court involves and I'll make sure to have other people who complain about Rushcard to be involved for the court and I'm no joking or games. 
Do the job as u are supposed to do
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You can consider this issue resolved, however I do not accept their resolution as of today I am still sitting with nothing.  They are a horrible company and I plan to notify any company that regulates them of this matter and their poor customer service. They have done nothing to rectify the matter. Absolutely nothing.  not even a phone call.
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 do not feel that they compensated me for their inconvenience. I an really upset that they just stop my card and all the referrals that may or may not had of went through. I still feel I should be compensated for the inconvenience, due to there was no reason to cancel my card.
Regards,
[redacted]

RevDex.com
** [redacted]
sans-serif;"> 
RE: 
Complaint ID[redacted]
 
November 20, 2014
 
We received Ms. [redacted]’s complaint regarding her
card replacement and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I do sincerely apologize for the inconvenience Ms.
[redacted] has been experiencing with her expedited card being sent out 11/10/2014.
I have reviewed Ms. [redacted]’s account and I show that there were two expedited
cards issued on 11/10/2014 and one expedited card issued 11/14/2014 charging
the $** fees. Once Ms. [redacted] received the first initial replacement card it was
blocked due to another replacement card being issued on the same exact day. On 11/14/2014
another expedited card was issued without Ms. [redacted]’s consent. I completely
understand Ms. [redacted]’s frustration and we have pulled the calls related to her
account. We have reached out to all of the managers and made them aware of the
situation, coaching and consequences will be given to all agents involved. The
card has now been activated and all three $**.** expedited card fees have been
reversed back to Ms. [redacted]’s account. We have gave a $** courtesy credit for
the confusion and inconvenience this has caused. Once again we sincerely
apologize for the frustration Ms. [redacted] has been experiencing.
 
We are sorry for the inconvenience experienced by Ms. [redacted]’s
and these types of issues go directly against our mission of access and
inclusion for everyone.
 
Regards,
 
[redacted]
Customer Service Specialist

The Revdex.com
** [redacted]...

[redacted]
[redacted]
 
RE:  [redacted]
April 7, 2015
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.
We completely understand Ms. [redacted]’s concern with the
pending hold that was on her RushCard. In most cases the merchant will void the
transaction on their side and this process minimizes that 10 day hold release
process. Since the transaction was over $[redacted] we require a letter directly
from the merchant stating the hold is okay to be released. Our policy in
Merchant Hold Release requires a letter to be typed on company letterhead
including Ms. [redacted]’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) for the person sending the letter.
On 3/31/2015 Ms. [redacted] spoke with multiple RushCard agents
attempting to have us release the hold that was on the account. A
representative did reach out to [redacted] to request a merchant hold release
letter, they refused to send one. Unfortunately, without that letter we are
unable to release the hold. I am showing the funds were credited back to Ms.
[redacted]’s account on 4/6/2015 which was the expiration date of the hold.
We sincerely apologize for any inconvenience this has caused
Ms. [redacted] and 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]
Customer Service Specialist

RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
RE: Case [redacted]
February 14, 2014
We received
Ms. [redacted]’s complaint regarding the access of her funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards.
We
completely understand Ms. [redacted]’s concern with her account and access to funds.
We are showing that a dispute was filed on 12/31/2013. Disputes
are handled in the order that they are received and could take up 45-90 days. They
do not necessarily always take the whole timeframe, but we do give that in
order to complete the investigation.
We show the 45 day chargeback window expires today (2/14/2014) end of
business. If we do not receive a rebuttal from the merchant – in this case ATM
merchant, we will close the dispute in Ms. [redacted]’s favor and credit her account
the $600 in dispute as a spend loss credit. We have researched and do not show
any credits or refunds from [redacted] as of 2/14/2014. We look to have this matter
resolved by the end of business today (2/14/2014). If Ms. [redacted]’s would like
updates and status she can always contact Bancorp for information. Bancorp’s
telephone number is [redacted]
We appreciate Ms. [redacted]’s feedback, and apologize for the inconvenience
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 and avoid similar
problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

October 18, 2016
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VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 45202
 
 
Re:                   Consumer:  [redacted]
Complaint number: [redacted]
            Complaint date: October 17, 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 he noticed his RushCard account was blocked on October 12, 2016.  [redacted] has also stated that he never received an email or a letter in the mail indicating his account was blocked.  As a result, [redacted] indicates he had to cancel his flight and rooming situation due to the card being blocked.
 
On October 12, 2016, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account.  The customer was notified via SMS messaging regarding the card status.  RushCard required that [redacted] replace his card.  On October 12, 2016 the customer contacted RushCard customer service and was advised of this information.  A corporate customer service representative attempted to contact [redacted] on October 18, 2016 to advise of this information, and to assist with the remaining funds on the RushCard account. 
 
We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service. 
 
RushCard,
 
Corporate Customer Service 
..

Unirush has no further information to provide. All issues and concerns have previously been addressed with the customer. I have attached the screenshot again for your reference. Thank you.
 
Tyree T.
Unirush

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Federal Express has delivered to [redacted] - and there is someone on the property at all times - the main gate is kept locked - however, if Federal Express had honk or had called me at [redacted] - this might have been a no issue - Rush NEVER bother to give me a tracking # and there was no notice that Federal Express left - this could have been all handled much better without all this hassle
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. 
This matter was resolved thank you for your help.
Regards,
[redacted]