Unirush Financial Services

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
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

March 18, 2016
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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.

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

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]

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

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
** [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

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

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 find that this resolution is satisfactory to me. 
This matter was resolved thank you for your help.
Regards,
[redacted]

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

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 am very upset with this company. I spoke with [redacted] they haven't received anything from rush yet. So they probably haven't sent it yet
Regards,
[redacted]

Revdex.com
** [redacted]
[redacted]Re: [redacted]
January 29, 2015
We received Ms. [redacted]’s complaint regarding access to her
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
As stated in the previous response and screenshots that were
provided, at the time of the transaction Ms. [redacted] had funds available for
the transaction to be processed. The representative released the pending hold before
the expiration date because Ms. [redacted] reported that the transaction was
declined.
Merchants have up to 120 days to settle on any account if the
transaction has not been voided or cancelled on their end. In this case that is
what happened to Ms. [redacted]’s account, which caused the account to go into a
negative balance after the hold was released. This is not an error that was
done on RushCard’s end. RushCard is unable to stop any settlements that were
already processed by the merchant. 
We apologize for the inconvenience and the frustration this has caused.
 We appreciate Ms. [redacted]’s feedback.
 
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.  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]

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

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.   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 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
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 20, 2014
We received Ms. [redacted]’s rebuttal regarding
access to her funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
Rushcard Live is a retailer affiliate; all
issues and customer service are handled through [redacted]t. Ms. [redacted] can
contact Rushcard Live to get up to date status and information regarding her
account. Unfortunately, with her account being handled through [redacted] we
here at Rushcard (UniRush) will be unable to assist her.
Below is Ruschard Live’s customer service
contact information.
Customer Service Line: [redacted]
We appreciate Ms. [redacted]’s feedback.
 
Regards,
[redacted]
CS – Audit/Compliance Analyst