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 second response was simply a copy and pasted version of the company's initial response. 
Status of the investigation has yet to be communicated to me. 
Funds have not been returned to my account as demanded and due.
Late fees are continuing to accrue as a result.
Timely and effective resolutions to this matter has not been extended by RushCard. The company is disrespectful in communication and operation. For a financial institution it lack integrity and compliance.
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.  
There's has not been one member from the Rush card's corporate office team or call center reach out to me. On Saturday October 17, 2015 I went online to check the account balance and se if the funds were available. At the time I logged in the funds were not available. I attempted to use the card on Sunday, October 18, 2015 for a transaction and it declined. On October 19, 2015, I was unable to log in and check the account balance online. Every time I try to log in, an error message pops up. The error message says error on the user name. I thought maybe I entered the wrong password in so I clicked the forgot password tab. When it prompted for me to enter the three digit code on the back of my card, the computer did recognize my card. Which lead me to believe that there was some other issues with Rush card. I do not know if this was related with Rush card allegedly performing updates to their website. Since this alleged update, I and apparently many any more Rush card customers have experience similar problems. Rush card is not protecting the personal information of it's customers, not protecting their customer's funds and making sure that its available as outlined in their card agreement, and not providing proper maintenance and support as paid in each customer's fee to Rush card. Rush card has so many complaints against them it's unbelievable. If you [redacted] the name of the company, a series of complaints come up from a numerous of site. [redacted], [redacted], [redacted], [redacted] news, and [redacted] news to name just a few. On all the sites, people are complaining that can not access their from their Rush card accounts. Rush card is holding customer's money and causing thousands of people financial grief.                     
Rush card shouldn't charge their customers fees, because they're not properly securing their customer's information or protecting them. In April 2015, Rush card and it's representatives blamed me for my account becoming depleted of funds. Actually Rush card was hacked and my account was depleted of all my funds. The only way Rush card even knew was when I used my ATM in one city, a fraudulent transaction occur in another city, and another fraudulent occur another state. Rush card sent out a text alert stating that they locked my account. I called to get more information about what has occurred and was on the phone for hours. While on the phone with Rush card, another fraudulent transaction occurred in another State while the account was suppose to be locked. Nearly every Rush card representative and Rush card supervisor I spoke with was rude and disrespectful to. As a result of this breach, I unable to pay my bills. I had $242.86 in total late fees from my bills and Rush card was so cold and insensitive about the matter. The manager I spoke said no we can't help you. What made worse was I just got paid. I could even buy diapers for my baby or put food on the table for my family.
In 2013 Rush card was also not helpful during the Target breach. They cancelled my card and did not even tell me. I found out when I was out having dinner at Denny's. I went to use my rush card to pay for our meal and it declined. I asked them to try again, because it was money on the card. The transaction declined again. I logged into my Rush card account and checked the balance, just be safe. My money was there. I couldn't understand why it was declining. The restaurant manager assumed it was going to be a problem collecting payment for the meal and services, decide to call the police n me. I was so embarrassed about what happened. Lucky I had some money in my car to pay for the food. After leaving the restaurant, I called Rush card to find out what took place. The Rush card representative was unprofessional, insensitive and did not care what just happened. I asked for a supervisor, because I can't get over the experience I am having. The supervisor informs me that Rush card sent me out a replacement card due to the Target Breach. I asked the supervisor to let me know where did Rush card send the card to? The supervisor wants to now verify my information. How interesting that you want to now verify my information. After verifying my information, the supervisor informs me that they mailed the replacement card to an incorrect address. What made the situation even worse was that the address was not the address listed with Rush card. Some random person had a card with my name on it. The supervisor then informs me that its that big of a deal and I probably deserve to have the police called on me. I could not believe that this person just said to me.
Rush card treats people poorly, because Rush card's directs their market toward people who have no other options in banking. Rush card has some many complaints against them. Rush card stated they're having problems, but Rush card is not getting their customer's access to their accounts. Rush card needs to be ashamed of themselves for night fighting to protect their customers and their customer's money. Rush card corporate has yet to reach out to me.
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 did respond to this complaint previously on 11 - 20 - 2015 but by the email I received today I'm assuming that the Revdex.com did not receive it.
The response to my complaint doesn't answer my questions, I need something personalized for my situation. My account was short by $100 when they went to reload the money back but I never received it. I was told when I called customer service that they will have to send it to corporate and receive it back in a week or two to get the credit put back on the account. It is now been almost a month and a half to two months and I still haven't received my hundred dollars. I need real answers.
Regards,
[redacted]

RevDex.com
7
W Seventh St Suite 1600
Cincinnati
OH 45202
 
 
RE:  Case [redacted]
[redacted]
 
April
1, 2015
 
We
received [redacted] complaint regarding the availability of funds and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
Due
to [redacted] not applying for the cardholder for herself, we will not be
unblocking the account and it has been closed, no documents will be needed to
be sent into RushCard. We have not issued the check to the [redacted] yet, but it will
be sent by the end of this week. Once the check is sent and the [redacted] receives
the partial remaining funds, [redacted] will need to speak with them
regarding claiming the funds.
 
We
appreciate [redacted] 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 Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 11, 2014
We received Ms....

[redacted]l’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.
Ms. [redacted]l’s tax refund deposit was received on 2/5/2014
with the effective date of 2/10/2014. Upon receiving her deposit our system
listed the deposit with “invalid card number” meaning information supplied to
the remitter may have been incorrect. Our agents reversed the deposit based on
this data and through research was able to match it to the account. We asked
Ms. [redacted] to provide us necessary documentation to validate her identity and
the tax refund prior to us posting it. Upon receiving the necessary
documentation we proceeded to post the deposit. We received calls from Ms. [redacted] requesting the funds be transferred to an account that had recently been opened
(2/7/2014) and this was forwarded on to our corporate office for review. On
2/18/2014 the deposit was reversed systematically in error.
Upon further research we were able to locate the deposit and
accommodate Ms. [redacted]’s request. We sincerely apologize for the confusion,
frustration and inconvenience during this matter. We acknowledge the delay was
in part Rushcard’s error. We understand Ms. [redacted]l stated she incurred late
fees on certain bills and as a courtesy if Ms. [redacted] supplies us documentation
showing the late fees we will credit her account the late fees. We will only credit
the amount of the late fees provided Ms. [redacted] supplies us documentation of
late fees occurring during the time period of 2/10/2014 – 3/3/2014.
Again we apologize for any inconvenience this situation
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 to avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

Revdex.com Cincinnati Ohio
face="Times New Roman" size="3">
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
RE:  Case [redacted] – [redacted]
 
March 31, 2015
 
We received [redacted] complaint regarding the level of customer
service received.  RushCard logs all
customer contact and activity associated with financial cards.
 
I am unable to find an account for [redacted] using the address,
phone number, and name provided for this complaint. I would be more than happy
to investigate this situation for [redacted] and assist in any way
possible, with additional information. If the address given is not the address
where [redacted] received the card, please provide that address, the name
how it appears on the card, and color or design of the card.
 
Upon receipt of additional identifying information from [redacted] we
will be happy to further research this matter.
 
Regards,
 
[redacted]
Customer Service Specialist

April 7, 2016
normal;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
            Complaint number:    [redacted]
            Complaint date:          April 4, 2016
                       
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. 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 she was
told she would receive a provisional credit on April 1, 2016.  [redacted] indicates that she has not
received her provisional credit on her Rushcard account.  [redacted] also states that she would like
her funds back due to the ATM none dispense of her funds.
On
March 19, 2016 [redacted] contacted RushCard customer service regarding an
ATM transaction that did not dispense for the amounts of $285.45 and
265.45.  An EA dispute was filed for the
ATM non- dispense transactions on March 19, 2016. Per RushCard Cardholder Agreement, the dispute
process can take up to 45 to 90 days to investigate. A final letter will be sent to the address on
the account notifying [redacted] of the resolution. On April 7, 2016 a corporate customer service
specialist attempted to contact [redacted] to discuss the dispute process.
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.
RushCard Corporate
Customer Service

RevDex.com
** [redacted]
[redacted]RE:  [redacted]
September
9,...

2014
We
received Ms. [redacted]’s complaint on the fees associated to her RushCard.  RushCard logs all customer contact and
activity associated with financial cards.
We understand that Ms. [redacted] has had issues with being
charged an ATM fee at locations specified to be free to our customers. This is
an issue that we are working with [redacted]™ to get rectified. This is not a
common or frequent issue and we sincerely apologize for any inconvenience this
may have caused. I since have credited the (3) $[redacted] ATM Fees charged to Ms.
[redacted] on 8/6/14, 8/7/2014 and 8/21/2014 as a courtesy. Again this is
something being looked at very closely and we plan to have this issue resolved.
We
apologize for the inconvenience experienced by Ms. [redacted]. These types of
issues go directly against our mission of access and inclusion for everyone.
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]
 
I just got off the phone with Rush Card. They actually called me yesterday, I missed the call. I called them back today. Very long wait time 45 min I had to hang up couldn't wait anymore. The representative said that, they can not reinburst the loading fee, becuase it isn't a partispating  vendor. Said you must go to Walmart or walgreens, It does say that anywhere on the web-site of on the phone. How are we suppose to know this. I got my card from the currency exchange, that's where I still load my card with money to spend. They should say, don't go to the currency exchange! They say that the vendors fee. I asked, if they would charge that same vendors fee at walmart & walgreens, she said yes, then they would credit that fee back to the members card. I asked, "why can't you do that for me"? I did have to pay this bill with my rush card, I could have just paid cash, I put the money on my rush card after I heard that message about no loading fee's until Feb 28 or 29th thank you rush card members. This is why you don't deal with Black owned business and I am black!They will not give me back my reload fee. This is not right. Can we go to the media? People need to know this, unfair business practices. And you can tell them this, I will check into contacting the media. The complaint should remain on record that this is what they do. And that it takes 45 min or more to talk with customer service when ever you call. What are my next steps?[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]NO ONE said that I needed to sign for the card coming. If that was the case I would've let them know the situation about the bell outside. If they would communicate better to their customers and actually listen to them this would NOT have been a problem. Again.. I didn't call to dispute I called to ask a question just in case I didn't talk to I tunes in a resonable time...  
Regards,[redacted]

I am usually one to advocate for these kinds of companies because they are less hassle than a bank in most cases. However because they are not banks there are some situations where they just fall short on customer satisfaction. I had an unauthorized transaction on my card and I know that it has to go through a dispute process and reissue a new card but once they told me that not only would it take 45-90 days for my dispute to be "approved", before that process begins I have to FAX (this is 2015) back this document they will email me AND my new card will not arrive for 7-10 business days I am through. It also seems that (not to be racist but) there are no American customer service representatives. This company clearly cares more about saving money by outsourcing than there own customer's concerns.

September 19, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. 4th STE. 600Cincinnati Ohio 45202Re: Consumer:  [redacted]  Complaint number: [redacted]
class="Apple-tab-span"> Complaint date:  September 17, 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 he cancelled an [redacted] transaction and was advised by RushCard customer service that we allow 10 calendar days for a merchant to claim funds. We have researched and show the transaction in question has been released and we show the amount of $37.97 charged on 9/7/2016 was released and made available to [redacted] on 9/17/2016.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

Hi, my name is [redacted]. I just want to say thank you for expeditiously handling my case and having rush card call me to come to a resolution after a whole month of trying. I dont know exactly what it is you guys do to make these  negligent companies come to realization, but I...

definetly appreciate it, and thank you for what you have done.                                                    Truly thankful, God bless                                                     [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 reached out to Rush card everyday for 2 weeks with no answer and no reply. My funds are not back on my card, and I want to cancel my account. After holding for hours, a representative told me that she was emailing someone to return my call in regards to cancelling my account. I still have not heard from anyone at Rush Card.
Regards,
[redacted]

The Revdex.com
** [redacted]
[redacted]
11pt; font-family: Calibri, sans-serif;"> 
 
RE: [redacted]
 
September 18, 2014
 
We received Ms. [redacted] complaint regarding the bill
pay check sent from her RushCard and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I am showing that Ms. [redacted] sent a bill
payment to [redacted] on 8/26/2014. RushCard bill payments can take up to 7-10
business days for the payee to receive the payment via regular mail. I do see
that Ms. [redacted] contacted RushCard on 9/3/2014 and informed us that the
bill payment was not received by the merchant and requested to check the status.
The representative educated the timeframe for the merchant to receive the Bill
Payment. Ms. [redacted] called back on 9/9/2014 and was advised that the Bill
Payment failed and that the funds would be credited back to her account in 3-5
business days.  After review Ms. [redacted]’s
account wasn’t escalated to the proper department for reversal review. I
sincerely apologize for any inconvenience this has caused and the bill payment
was reversed back to the account today.
 
We appreciate Ms. [redacted]’s feedback and we
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]
Customer Service Specialist

Revdex.com:
I want my account closed. I want them to refund my money and close the account. They have not reached out to me at all to figure out how to settle this.
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]

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.  
Ms. H. phoned me today to inform me that she still has no update to the pending account issue. All documentation submitted has been approved. Ms. H. has reached out to her management team to review why a check has not been issued and sent to me. There still appears to be some sort of computer problem. I have relayed all information to my attorney as appropriate. I cannot imagine why it takes almost 2 months to close an account and forward the remaining funds. I have deadlines to meet with closing the account and accounting for the funds as well. I expect a resolution by the end of the week. That should be plenty of time for their management team to send a check and draw this matter to a close. 
Regards,
[redacted]

Revdex.com
** [redacted]Re:  [redacted]
May 2, 2014
We received [redacted]’ complaint regarding access to her
funds and...

her card being blocked. RushCard logs all customer contact and
activity associated with financial cards.
Per policy and procedure a hold will be placed on a card to
card transfer by our Risk team as a precautionary measure to review. [redacted]
attempted to transfer $[redacted] to another Rushcard member. [redacted] and the
recipient’s cards were blocked and verification documentation has been
requested. We have supplied secured methods which would allow both members to
submit the documentation for our Risk team to view. At this time until
necessary documentation has been submitted our Risk team will not release the
funds and/or unblock their cards.
We apologize for any inconvenience and frustration this may
have caused [redacted]. We look forward to resolving this issue as soon as we
receive the necessary documentation requested. Upon receiving the necessary
documents and those documents are validated we will unblock [redacted] account. Our
goal is to make sure we not only protect our members but also protect the
integrity of Rushcard.
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 still unable to access my online account, my emails and attempts to contact the company for help still have not bern answered. I have been completely been lied to and ignored and they have not made one single attempt to reach out to me. I have 3 credit card payments that were late due to not being able to log in and use my bill pay and I eas forced to open a new checking account and change my direct deposit. Ive lost well over 90.00 to late fees and credit was dinged against me for late payments and Rush wants to offer fee free transactions now?! Unacceptable! What does that do for my late fees, dents on my credit and the fact thst I am still, a month later not able to access my account and Ive had to go and reverse my direct deposit and change banks?  In 7 years this banking company has not helped their consumers, why are they still making excuses? The customer service is oversees and teads a script repeating same I am sorry phrase. I want vompansation and a formal appology! I gave you 7 
Years of fees and business. You dont take a month to fix what problems your having and expect consumers to accept this.
Regards,
00 
[redacted]

November 28, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date:  November 26, 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 $195.00 are pending on her RushCard account and she would need to have a letter faxed to have them released.  [redacted] is requesting her funds be put back on her account.   RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $195.00. [redacted] indicated that the merchant accidentally charged her twice for the same transactions.  Pending merchant holds are automatically released after 10 days. However, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier.    On November 26, 2016 [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant.  Our records indicate that the hold was released automatically after the 10 days expired. On November 28, 2016 a RushCard corporate representative attempted to contact [redacted] to advise her of this information. A detailed message was left with a callback number for [redacted].        We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.    Regards,   RushCard Corporate Customer Service