Unirush Financial Services

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] requested for complaint #[redacted] to be reopened on June 8, 2016.  [redacted] states that she received a letter from UniRush LLC (RushCard) on June 7, 2016. In her complaint, [redacted] indicates that the letter does not clearly state why her rebuttal was denied, and she is unclear as to how the document she received with the letter pertains to her dispute rebuttal denial.
 
[redacted] dispute was denied due to no error occurring. This was determined based on the fact that [redacted] RushCard was never out of her possession and the PIN on the account was never reset. The document [redacted] received with the letter dated May 24, 2016 shows that a new card was issued on April 14, 2016 and the PIN was changed on the account on April 25, 2016. No new cards were issued and no PIN changes were made prior to the disputed transactions.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.

On July 14th, we concluded an error occurred. As a result, credit in the amount of $405.00 was posted to the account. 
 
We appreciate [redacted] feedback regarding this matter, the opportunity this will provide for us to improve upon this letter.

July 6, 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:  June 29, 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 she is receiving emails from RushCard congratulating her on getting a RushCard. [redacted] states she did provided RushCard with her email address nor did she apply for the card. [redacted] would like for her email address to be removed from the account.        On July 6, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that her email address has been removed from the RushCard account and that she should not receive any more emails. A message was left with contact number in case [redacted] had any further questions or concerns.     We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her.        Regards,   RushCard Corporate Customer Service

June 6, 2016  
12pt; font-family: "Times New Roman", serif;">VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202             Re:       Complaint ID: [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 which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information.      On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $667.96. On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take over. In accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided. [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of June 6, 2016, RushCard has not received any documentation. [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review.   We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal.    Regards,   Tyree T. 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. Enough of games your doing and it's in the system and I spoken to the customer service and they have my [redacted] and stop play games! Enough of tag emails 
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.   Im not sure if anyone is reading my responses or not but this is my second time attaching proof to the Revdex.com that I changed my plan on 8.31.2015 to pay as you go. It disturbs me deeply that no one is viewing my proof and responding to that fact. Yes I received a voicemail from someone with a 513 area code and I called back and left a voicemail. No one called back. I feel that I am being taken in circles with this company and I dont deserve or appreciate it. It does not seem that I am getting help from the Revdex.com either. Maybe I need to take this matter to a higher authority. I do not appreciate being ignored or made to feel like I am a liar and out to hash a scheme. Someone needs to call my phone, acknowledge that my email proof is valid and stop sending contradicting responses in regard to the credit/bill amounts. I changed my plan AUGUST 31, 2015. I HAVE ATTACHED AN EMAIL AS PROOF 3 times (1-to RUSH AND 2- to the Revdex.com) but I am STILL BEING ACCUSED OF NOT CHANGING MY PLAN. 
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 have been with Rush Card for various years and there has never been a situation such as this.  I understand holds are placed on account when debited however, they state the funds were not available, that is not true! I have a direct deposit to my account bi-weekly.  I cannot withdraw funds without there being any in my account.The agent I spoke admitted it was their error and no funds should have ever been reversed!  They are causing other automatically deducted billings to bounce!  It is not proper business to make an error and cause the consumer to suffer!  They made no attempt to notify me of any error; reversal nor deduction on their part.  They have $134.44 dollars pending to come out of this weeks pay and that will interrupt my rent being paid!    Rush Card is 100% completely at fault for their error and acting as if it is my fault.
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.  Thank You. Your speedy attention to this matter is greatly appreciated. 
Positive Energy , 
[redacted]

Cinainnati Better Bureau,
I received an email form Rush Card last evening 10/20/15 informing me that my direct deposit payment was not deposit because of a problem and they sent my payment back to the originator, [redacted] and that I should check with my my pay roll department. At 11:OOam call to...

inform me that the direct deposit payment has returned and they will send me a check. I would there fore like to thank you for hearing my complaint and would like to say that I am pleased that I have my payment and the investigation can be stopped.[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. 
My name is [redacted]. I contacted Revdex.com a few months back concerning my tax refund that was put onto a Rushcard. The only way I got a response from anyone of any authority, was to go through the Revdex.com. In our last e-mail 4/1/2015, Rushcard stated the remaining funds on my card $3,800.00 was sent back to the [redacted] & to please allow up to 8 to 10 weeks. My complaint has not been resolved because the bank at that time, Rushcard dealt with was [redacted] BANK. I also contacted the bank, they don't have my money. The [redacted] still does not have my funds & they told me to contact Rushcard!! I called Rushcard Friday, they do not have any information other than the computer screen saying the funds have been reversed , but where is it if it's not at the bank, [redacted], Or Rushcard considering it's approaching 10 weeks? IF I DO NOT GET ANSWERS ASAP ABOUT THE MONEY I WORKED FOR I AM GOING TO SUE RUSHCARD FOR MY MONEY, EVERYDAY I WAITED FOR MY MONEY, PAIN & SUFFERING!!! I WOULD EASILY WIN CONSIDERING IM NOT THE ONLY PERSON THEY HAVE SCAMMED!!!!! May God bless you evil people because you need it!!! I want to know where my money is? And I want it issued to me ASAP! 
Regards,
[redacted]

Dear Dispute Department:
I am writing in response to your notice to deny my dispute.  The reason I was given is that a pin number was used in withdrawing the funds.
Some specific events that took place include:
·          My car was broken into and my purse was stolen which held my Birth certificate my social security card my ID and my debit card (Rushcard).  This occurred on 3/14/2015.
·          I’ve been a member since 2002, the only time I’ve ever created a pin was when I received a new card because the old one expired
·          A Rushcard representative explains to me that my pin was changed at 9:11 am on March 14, 2015.  I called at 9:28 am to report my card stolen.  Prior to me doing that I transferred the remaining funds to my card ending [redacted].
 
After hearing that my dispute was denied, I did some investigation of my own, when calling to change the pin all you need is the card number and code on the back and I think the social security number.  So seeing that my pin was changed minutes before I called to report my card stolen I can see how that happen. 
Further investigation found that my pin was changed on 3-14-15 at 9:11 am and the monies was withdrawled at (202.75) on 3-14-15 at 9:12am and the (30.99) at 3-14-15 at 9:12 am.  I called and report my card stolen at 3-14-15 at 9:28 am and my card was blocked at that time.
 
This information was told to me by your representative, I can’t understand how is it that I can call and speak with a representative and gain all this information and your dispute department is unable to gather the facts on my case. 
I would like to speak with someone regarding my dispute case (###-###-####).  I have been a faithful and active member since 2002.  I receive direct deposit through my employer and use my card regularly. , it is very disappointing that I am unable to speak with someone regarding this matter.  It is even more disturbing that I was given the excuse I was given, seeing as how you guys have all the information needed to show I was robbed.
Sincerely,
[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case 9[redacted]
February 20, 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 2/10/2014 with an effective date of
2/12/2014. 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. We did not receive a request for document
validation here at corporate until 2/14/2018 – we sincerely apologize for the
delay and agent feedback will be provided. 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] tax refund on 2/19/2014. We
sincerely apologize for the delay and any inconvenience it may have caused Ms.
Russ.
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

February 11,
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: February 08, 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 stated that multiple unauthorized
transactions totaling $335.45 were made on his RushCard account. [redacted] also
stated that he received several replacement cards each time he contacted
Customer Service regarding the unauthorized transactions. In addition, [redacted]e stated he was charged a $30 expedited card fee and would like to receive a
refund for the unauthorized transactions and the $30 expedited card fee.
On October 31, 2015 [redacted] contacted RushCard to file a dispute
regarding multiple unauthorized transactions that were made on his account
ending 5484. Per RushCard’s Card Holder Agreement, due to multiple unauthorized
transactions on [redacted] account, an expedited card was issued waiving the $30
fee. On December 6, 2015 RushCard records show a credit of $29.95 was posted Mr.
[redacted]e’s account. On February 10, 2016 a Corporate Customer Service Specialist
contacted [redacted] and advised of the outcome of the dispute and that a letter
was sent on January 24, 2016 to the address on file. [redacted] stated he did
not received a letter and requested a copy of the letter be sent to his email
address. [redacted] wanted to dispute additional charges from 2014, but was
advised of the timeframe requirement.
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,

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]
Rush Card is sending the exact same response to me each and every time. a $20 credit does not suffice the late payment I receive due to not being able to access my funds or use my card for online bill payment.

The Revdex.com
** [redacted]Cincinnati Ohio 45202-2468
December 2, 2013
RE:  Case [redacted]
We received [redacted] complaint...

regarding policy and
procedures and access to his funds.  Rush
Card logs all customer contact and activity associated with financial cards.
[redacted] indicates he was attempting to load $[redacted] on
his Rushcard through Money Pak. We show there was a cash load of $[redacted]
through Money Pak on 4/7/2014, we do not show a load attempt for $[redacted]
however, [redacted] indicates he attempted to load $[redacted] in addition to the $[redacted].
The additional $[redacted] attempt would exceed the $[redacted] 24 hour daily limit
threshold permissible through participating cash load vendors, MoneyGram®,
Western Union®, Green Dot® (MoneyPak) and Rapid Reload™ (Wal-Mart). We
apologize for any confusion and frustration this may have caused [redacted]
and as a courtesy I have applied a customer service credit of $[redacted] as a
one-time courtesy for the inconvenience. The loading fee charged to [redacted]
is not a Rushcard fee and the $[redacted] limit is systematically applied.
We appreciate [redacted]’ feedback and membership with us
here at Rushcard. 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
** [redacted]
[redacted]Re:  [redacted]
April 22, 2014
We received [redacted] complaint regarding access to...

her
funds and her card recently being blocked. RushCard logs all customer contact
and activity associated with financial cards.
Rushcard’s standard operating procedures require that we monitor our
customer accounts for suspected fraudulent activity, including identity theft,
and block suspicious accounts in order to protect our customers and our
business.
Due to a
fraud trend we have been seeing this account was blocked and verification was
requested. There was no notification from the cardholder that she would be
traveling and we were unable to reach her with the account information. 
We are unable to service accounts for customers who are no longer residing in
the continental US.
Upon
receiving verification documentation our Risk Management staff reviewed the
documentation submitted and unblocked [redacted] card. [redacted] card
is available for use. We apologize for any confusion, inconvenience and
frustrations this may have caused [redacted].
We appreciate [redacted] feedback and her membership with us here at Rushcard.
Regards,
[redacted]
CS –
Audit/Compliance Analyst

After moving and being unable to locate my card, I put a block on the card from their online portal. Once I located the card, they would not let me unblock the card online, informing me I had to call and speak with a rep. I started calling at 8am , its now 5P, and I have not spoke with a soul yet. I have sat on the phone waiting for increments of 45 minutes, called 4 different numbers and nothing. Its almost like they know my card is blocked & im calling for my funds. Its ridiculous! One attempt, the music was playing & next thing you know, I was directed to a survey about my experience with the rep that still hadnt answered my call. Any other time, I have spoke with someone in less than 5 minutes of calling. I have been reading, & a lot of people have had money taken with no resolution! Please start an investigation on [redacted] and this RIPOFFCARD. He's embezzling our money & making it almost impossible to push foward and recover whats rightfully ours!

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.]
Regards,
[redacted]
I called the number given to me and it was not [redacted]s now and I dont have the info my credit union has asked of me.

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 have attached screenshots of when the original purchase settled(10-23-15) & a picture of the hold still pending. Rushcard specifically stated the transaction was stuck in their system due to a system conversion. My funds have been held by Rushcard for over a month even after the original transaction had settled on my account. The response they're submitting does not apply in my situation.
Regards,
[redacted]

I was told by the rep on my orginal phone call to rush card that I would receive a credit in ten days and also told the same info on Friday night 12/9/16. Below is the dispute info from rush card website which also states that a provisional credit is granted:
 
In case of errors or questions about your Card, call us at the number provided on the back of your Card, write to Cardholder Services at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242, or email [email protected] as soon as you can. We must allow you to report an error up to sixty (60) days after the first of these three events takes place: (1) when you last accessed your card electronically, (2) when the error was made viewable in your electronic history, or (3) when we sent the first written notice about the error. You may request a written history of your transactions at any time by calling us at the number provided on the back of your card or writing us at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. Fees may apply, see the fee schedule for details.
You will need to tell us:
Your name and Card number.
Why you believe there is an error, and the dollar amount involved.
Approximately when the error took place.
If you provide this information orally, we may require that you send your complaint or question in writing within ten (10) business days.
We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or question. If we decide to do this, we will credit your Card within ten (10) business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. This type of credit is referred to as a “provisional” (or temporary) credit. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account. For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents we used in our investigation. If you have any further questions regarding our error resolution procedures, please contact us by calling us at 1-866-RUSHCARD (###-###-####) or via email at [email protected].
IMPORTANT: If we ask you to put your complaint or question in writing and you do not provide it within ten (10) business days, we may not provide a provisional credit to your Card.