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.  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.  
Regards,
[redacted]
Problem: THIS IS MY SECOND TIME FILING A COMPLAINT ON THIS COMPANY THEY TOLD ME 90 DAYS FOR A REFUND IT IS DAY 91, AND I HAVE WAIT PATIENTLY FOR MY MONEY AND TODAY THEY TELL ME THAT THEY AREN'T ANY UPDATES ON THE REFUND, THEY ASK ME WHEN I FILED IT LIKE IT ISN'T IN THE SYSTEM. THEY ASK ME QUESTIONS THAT THEY SHOULD SEE IN THE SYSTEM, WHICH ISN'T GOOD CUSTOMER SERVICE. I JUST WANT MY MONEY THAT THEY OWE ME. THE SUPERVISOR ASK ME THE SAY QUESTIONS LIKE HE DIDN'T SEE THE DISPUT FOR THE CHARGES IN THE SYSTEM. I JUST WANT MY MONEY.Desired Outcome: I WANT MY MONEY THIS WEEK, I AM NOT WAITING ANY LONGER

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:
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]

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

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]

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.

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

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!

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.

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]

The Revdex.com
0pt;">7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
 
 
RE:  Complaint ID [redacted]
 
April
8, 2015
 
We
received [redacted] complaint regarding the time in which it took to post her
tax return and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I
have reviewed [redacted] account and I am showing the direct deposit in
question was received with a pay date of 3/11/2015 for her tax return. We
requested additional documentation from [redacted] in order to validate her
account and her deposit due to the large amount of the deposit. RushCard has a
load limit of $9,999.99 for tax refunds, as explained in the cardholder
agreement. We may accept larger deposits once proper verification is received
and validated.
 
I
am showing [redacted] did send documents into us on the 10th and 11th
of March. RushCard did go through multiple avenues in attempt to validate the
social security card that was sent by [redacted]. Unfortunately, the document
could not be validated and we did request that [redacted] apply for a new card
and send in the verification letter showing that she had applied for a new
social security card. This was completed by [redacted] and the new documents
were sent into RushCard on the 17th of March. [redacted] tax
refund was posted to the account on 3/19/2015 once documents were validated. I
sincerely apologize for any inconvenience this has caused [redacted].
 
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]
Escalation
Agent

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 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]

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.

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

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

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,

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]