Unirush Financial Services

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

VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:         Case #[redacted]
                Consumer:
[redacted] ([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 March 10, 2016.  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.
Per
previous responses, on March 10, 2016 RushCard assisted [redacted] by having
her funds transferred as requested.  [redacted] requested an account
closure, and her funds were sent to her by check.  Both accounts were
closed and the funds were mailed via check. [redacted] has notified us that
she has yet to receive the check. We have placed a stop payment on the check
and have reissued it to her mailing address [redacted]6 on April 7, 2016. She should receive the check within the next 3-5 business days.
We appreciate [redacted] feedback.
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. 
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
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

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 that the company has stated is very false. They never informed me that the $100.00 was an error and not an credit. When I called them they told me that it was my fault and that they could not refund me my money. So they never informed me about any credits and they never gave me any credit for the inconvenience. I had an credit from my direct deposit and a credit from rushcard and they came back into my account and took that out causing an prepaid account to go negative. I want a full refund and my account fix. 
 
Regards,
[redacted]

July 29, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  Revdex.com [redacted]             Complaint date:  July 28, 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 direct deposit of $412.14 posted to her RushCard account and then disappeared. [redacted] would like her deposit put back on her account.   On July 28, 2016, [redacted] contacted RushCard and spoke to a customer service agent. She was advised that her direct deposit was pending and would post today. Our records indicate that the direct deposit posted at 10:37 AM to [redacted] RushCard account and [redacted] has accessed her funds.  RushCard processes electronic deposits in real-time providing access to funds up to two days before the effective date of deposit.     We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her.        Regards,   RushCard Corporate Customer Service

Please stop saying it failed it didn't fail. I have provided proof that the transaction on both card did complete and that the available balance also reflected the 454.88 on the card that I transfered the money to. Please place my money on my card. I am attaching the [redacted] card transaction list show theb 454 completed , card [redacted] card transaction list with the 454 showing received and also the attaching the balance inquiry avail bal showing 454.88 available on the [redacted] card. 
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]

November 15, 2016
serif; border: none;">  VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202     Re:                  Consumer:  [redacted] Complaint number: [redacted]             Complaint date: November 14, 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 RushCard is holding is funds hostage and that he cannot speak with a live person.  [redacted] would like to have access to his funds.   On November 6, 2016, [redacted] RushCard account ending in 0417 was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account.  On November 15, 2016 [redacted] RushCard account has been reviewed, and a replacement card has been processed.  A corporate customer service representative contacted [redacted] on November 15, 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

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]
 
Problem: I've contacted in Irish several times about my refund check they said they sent it out on August 3,2016 and I still haven't gotten it.I contacted in Irish again on August 11 ,2016 and spoken to a supervisor and she senta message to the back office and still no updates.I've asked them several times to please send me my bill pay refund express so I can get it.

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.   
Card is still not functioning properly and funds are still not posting properly. I'll just have to take legal action.
Regards,
[redacted]

Revdex.com:  I have read the response from Unirush and I still don't agree with them or there methods. Rush is playing as I said before. The $553.21 was given back to me after they void the check that they sent to me at first. Plus they took an extra $30.00 from me but yet they said they put it back. I had to have them sent me my may online statement so highlight and sent them the proof that they didn't. Rush is untrustworthy. I have read their cardholder agreement. It clearly says that if you see something that is not right with in 2days let rush know, that what I did. I don't believe that rush has conducted a proper investigation on my dispute case because if they had they could look and see that there has been not one time since 2003 have I ever done a Card to card transfer ever. With me requesting my online statements from January 2015 to June 2016 the proof is right there. I have filed a police report with the police and I have talked to the Attorney General in my of [redacted] and made every complaint to every agency that I could. Now I ask you if someone that unauthorized such a thing would they be going through all this? And the answer is NO! As I said if rush was doing the proper thing and did a proper investigation they could know that [email protected] is not a real  E-mail. Rush is playing and they are unprofessional and they are playing. I will take this to the next step if I have to and I mean every word.
 
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]

The Revdex.com
** [redacted]Cincinnati Ohio 45202-2468
May 2, 2014
RE:  Case [redacted]
We received [redacted]’ rebuttal regarding policy and
procedures and access to his funds.  Rush
Card logs all customer contact and activity associated with financial cards.
Cash load vendors have limits set and parameters in place
which is all systematically enforced. [redacted] has the capability as a
Rushcard member of loading up to $[redacted] - Rushcard allows up to $[redacted]
per 24 hours.
We apologize for any confusion and inconvenience this has
caused [redacted] as it relates to our policy and procedures. 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.  
Regards,
[redacted]
ive attached the email from [redacted] saying they reversed the payment I did not authorize to be charged to my Rush card acct so how can Rush card keep my money even after [redacted] reversed it June 28th

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.  
P.s I have attached documents that show the rules I was given when I received the offer and it did not state there was a 40 min requirement for the person referred . I also called Rushcard directly and spoke with a manager Matt who advised that rule was just updated after update so how should that apply to me ? I don't feel that is fair or right business practices . Also that is false Rushcard has never recompnse regarding this disastous update. My car insurance was cancelled because of the miss because the following week Rushcard took funding from my next check stating I owed them. I will provide any proof you need ask them what date they recompense me regarding this issue and I will provide my transaction history for that day. Thank you and if anything else is needed let me know.
Regards,
[redacted]

May 12, 2016
New Roman', serif;">VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:      Case #[redacted]             Consumer: [redacted]                         To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 10, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information.  [redacted] complaint states that she filed a dispute for fraudulent transactions, and her card was never replaced. [redacted] also states that her card was left open and more transactions were used with her card.  [redacted] would like a full credit applied to her RushCard account. On May 4, 2016, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $1061.67 that was made on her RushCard account. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback.  We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution.       RushCard Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
I received my Rush Card in the mail on Friday, October 21. However, I have been able to receive express cash by Rush Card through [redacted] due to lack of information on Rush Card's end. Also, I am waiting to hear a review of my case for $274 that I believe is still owed to me by Rush Card. This case is not closed until express cash and the $274 in cancellation fees is given to me. 
Regards,
[redacted]

October 20, 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 October 8, 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 pertains that she did not have
access to her funds until October 15, 2015, which caused her to incurred late
fees.  [redacted] requested a $165.00 in late
fees be refunded.
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.  On October 20, 2015, a
Corporate Customer Service Specialist attempted to contact [redacted] to advise
her that $165. 00 was credited to her account.
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. 
Kathy R.
Corporate Customer Service

RevDex.com
** [redacted]
[redacted]
 
RE:  Case # [redacted]
February 23, 2015
 
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.
 
All Rush Card disputes are handled through our dedicated dispute team
and after investigating
the dispute they have denied Ms. [redacted]’s claim. We completely understand Ms.
[redacted] concern with the outcome of one of her disputes and is unable to credit
the account. Ms. [redacted] should receive a letter explaining the denial and can
file a dispute for the outcome of the claim by following the instructions on
the letter received. On 2/23/2015 Ms. [redacted]’s account was credited for a provisional
credit of $[redacted] from the first dispute that was filed on 1/3/2015. Claim is
still in progress and Ms. [redacted] will need to allow the time frame of 45 days for
the dispute team to investigate. We sincerely apologize for any inconvenience
this has 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:
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. 
"signed dispute form. merchant did not include an email address or a return address for form.". See attached.
Regards,
[redacted]

October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re:       Case #...

[redacted]            Consumer: [redacted]                          To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 12, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources.   RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received.  We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for the inconvenience.  Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards,   Tyree T.Customer Service Specialist