Unirush Financial Services

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

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

Unirush has responded multiple times to this consumer and provided screenshots of the direct deposit that was posted to her RushCard account. She continues to state that we owe her more funds but we received and posted the consumer’s direct deposit to the account from the remitter. There’s no other information to provide.      Thank you, UniRush, LLC                            
Tyree T., 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. 
There has been NO offer.As of today, 10/23/15, I am still not able to access the money I have on my Rushcard. I have contacted the company every single day since 10/12/15, by phone, email, and social media and there has been no resolution. I have money in my goals account, which is considered a savings account, that I can not access to withdraw. Every time I call I am advised that they are still working on this and they can not tell me when it will be fixed. The company has only contacted me one time since this has happened and that was on 10/19/15. I was advised at that time that it would be resolved possibly overnight and if not, I would receive a call back. I have not been contacted since then. Below is a list of the ticket numbers I have received stating that I would have a response within 12 hours, however, nothing has happened:
10/12/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. There is no need to reply to this email.  Your ticket code is [redacted].  Please use this code in any further communication.
10/13/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry.  Your ticket code is [redacted].  Please use this code in any further communication
10/15/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry.  Your ticket code is [redacted].  Please use this code in any further communication.
10/21/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry.  Your ticket code is [redacted].  Please use this code in any further communication.
10/22/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry.  Your ticket code is [redacted].  Please use this code in any further communication.
On 10/19/15, Rushcard put a message on social media stating that if you were still having issues with your card, send a direct message to [redacted] on [redacted]. I have sent several messages and still no resolution. Please see below:
My name is [redacted]. My address is [redacted] My phone number is ###-###-#### cell ###-###-#### work. I have not been able to use my card since 10/12/15. It was initially locked but that has since be fixed. However, all of my money is in my goals account which I am unable to transfer to withdraw. I am begging that you PLEASE get this resolved, this has caused major problems for me.
Thank you,
[redacted]
Oct 19
Hello [redacted], We’re so sorry, a customer service representative will reach out as soon as possible.
Oct 19
This is my second message on [redacted]. I have also had 5 requests that were suppose to be escalated, however, nothing has been resolved. I received a call yesterday from someone who was also unable to help. It's been 8 days! My electric was disconnected today as a result of this , and now I have to pay a 200.00 deposit that I don't have. This is not fair to me or my family. I am in tears writing this message because I don't know what to do. How can you put your customers through this! Please get my card fixed I am begging you!!!!!
Oct 20
This is my 3rd message. It's now been 9 days and I am still not able to transfer from my goals account. Out of all the messages that's been posted on social media, this issue has yet to be addressed. I still can't get through to customer service, and the rep I spoke with 2 days ago that advised me that I would be contacted back, has not contacted me. When will this issue be resolved??? Please give me some answers, this is causing serious issues in my life and it seems like no one cares. If you can see what is in our goals account, why can't you just transfer it? I know you have the capabilities of doing this for your loyal customers.
Oct 21
This is my 4th message. It's now been 10 days and I am still unable to transfer from my goals account. I have yet to receive a call back or a response.
23h
Regards,
[redacted]

January 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]...

                        Complaint number: [redacted]             Complaint date:  January 22, 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 two transactions were made to her RushCard account from the merchant [redacted] and [redacted]/ [redacted]. [redacted] also stated that the transactions are no longer showing up on her transaction history and RushCard disputes department refuse to assist her. [redacted] would like a repair and a refund to her account.   On December 24, 2015, two transactions in the amount of $67.02 were made on [redacted] RushCard account. On December 27, 2015, [redacted] contacted RushCard customer service and requested to cancel the two transactions. [redacted] was informed by the customer service representative that the two transactions were not able to be canceled and are still in pending status. A dispute could be filed once or if the transactions settle. The two transactions were automatically released by the system after the expiration date. RushCard can verify that as of January 26, 2016 there are no longer two pending charges of $67.02 on [redacted] RushCard account.      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

March 1, 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 February 22, 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 stated that his account has been hacked twice in the last few months. [redacted] also stated that he has been waiting for a provisional credit and he spoke to multiple customer service representatives that provided conflicting information. On January 29, 2016, a transaction in the amount of $825.68 was deducted from [redacted] RushCard account. The description of the transaction shows as [redacted] in the transaction history. The original transaction may be from mid-October up to now that [redacted] made on his account. On February 3, 2016, [redacted] filed an error allegation dispute regarding the unrecognized transaction. On February 4, 2016, RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifies. On February 25, 2016, [redacted] contacted RushCard Corporate Office and was advised of this information. 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

On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim. [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his Rushcard. [redacted] is disputing transactions made at [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; and [redacted] located in [redacted]. On June 29th, 2016 UniRush denied  [redacted]'s claim because of what the merchant provided.  UniRush contacted [redacted] in [redacted], and They confirmed [redacted] was present at the time of the transaction with his UniRush and Identification card. [redacted] also confirmed anytime someone checks into their hotel they are required to check for identification.
On July 27th, 2016 UniRush approved [redacted] claim and credited his UniRush account amounting $605.97. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.

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.
My card was activated on Feburary the 14 because that is the day I received it. I placed the order for the expedited card on the 10 and it takes 1-2 business days. I received it on the 4 business day because they never issused is on the 10. When I called in on the 11 they stated it was never issued in that they had 2 reissue me 1 on the 11 and then the exact samething happened on the 12. My card was not issued in sent out until the 13 which is why I did not recveive it until the 14. Tghey charged me $30 to get fast cash through money gram which I feel that was not fair due to the fact I did not have access to my funds because of a mistake they were making. Each time I called in I was getting the run around because no one seemd to really know what was going on with my account. Then the fast cash through money gram took a day or two in order for me to get a reference number to go in pick my cash up.
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. 
Regards,
[redacted]
I will except it only reason is cause they are just going to keep on denying it was their fault and I just have to suck it up and take it..next time this happens I'm going to get a lawyer and make sure they pay for their mistake..I am going to take pictures of everything they send me and document every email they send me and text messages they send me.im not going to have this type of business walk all over me or anyone else..I know thousand of people have complained about this company cause I have read things on their Facebook page..Russell Simmons showed get more involved with this company that he is promoting cause they are not handling their customers with compassion or consideration..lesson learned rush card..I'll tell everyone who ever is having a problem with this company to feel free and use my name..I still have emails from this problem and I will be happy to share with anyone who needs it..I do except my text alerts and my emails to be sent to me anytime I get my direct deposit or a low balance alert sent to my phone so I can keep track of EVERYTHING.. 
Thank you Revdex.com for trying to help me next time this does happen I'll be using Revdex.com again and I'll have a lawyer waiting

I've been a customer since the beginning, I've never experienced anything like this before. I can't access my online account, can't get anyone on the phone and can't access my funds. I would just like some kind of explanation, an excuse or anything. The silence is so not fair.

Revdex.com
** [redacted]
[redacted]Re:  [redacted]
July 7, 2014
We received Ms. [redacted]’s complaint regarding...

the
unauthorized transaction and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
It appears Ms. [redacted] may be a victim of card
skimming.  Card skimming is the act of using a device to illegally collect
data from the magnetic stripe of a credit, debit or ATM card.  This
information, copied onto another blank card's magnetic stripe, is then used by
the thief to make purchases or withdraw cash using the card and/or PIN; often
out of state.      Skimming works by
replacing a card reader like an ATM with a camouflaged counterfeit card reader.
The counterfeit reader records all of the data on a credit, debit or ATM card
as it passes through the skimmer.  No account information or other
personal details can be obtained by this method other than the card number and
PIN.  In addition to ATMs, other locations where card skimming happens
include restaurants, taxis or other businesses where an employee will take the
card from the actual account holder in order to run the charge.  In these
instances, the thief has fitted the card reader with a skimmer, or uses a
hand-held skimmer hidden in a pocket.
From our records we show Ms. [redacted] filed a verbal dispute
on 7-7-2014. We also show the written dispute was received on 7-11-2014. Per
banking regulations Ms. [redacted]’s dispute claim could take up to 90 days to
resolve. We totally understand the inconvenience this may have caused Ms. [redacted] and if eligible Ms. [redacted] could receive a provisional credit within
10 business days – while her claim is being investigated. [redacted] handles all
Rushcard dispute claims and will be able to provide Ms. [redacted] accurate detail
on updates, status’ and resolution to this matter. [redacted]’s contact number is [redacted], as stated previously we understand the inconvenience this may
have caused and [redacted] will work diligently to resolve this matter.
Regards,
[redacted]
CS – Audit/Compliance Analyst

September 2nd,2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number:  [redacted] Complaint date:  08/24/2016To 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.  On August 14th,2016, [redacted] contacted UniRush to file a dispute for multiple transactions that occurred on August 13th,2016 totaling $1485.00. [redacted] told our dispute agent, she was in [redacted] when she found out about the fraud charges. She said her card was in her possession the entire time. UniRush blocked fraud card, and a new card was issued to [redacted]. She was advised to sign the dispute form and send it back to UniRush. On August 15th, [redacted] claim was denied due to no invalid pin attempts.On August 24th, the case was over turned, and credit totaling $1485.00 was issued.  We appreciate [redacted] feedback regarding this matter, and the opportunity will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service

The Revdex.com
** [redacted]Cincinnati Ohio [redacted]
 
RE:  Case [redacted]
class="MsoNormal">February 14, 2015
 
We received Ms. [redacted]’ complaint regarding access to her
funds and the level of customer service received due to his card being
blocked.  RushCard logs all customer
contact and activity associated with financial cards.
On 2/5/2015 Ms. [redacted]’ card was
blocked due to possible account take over. Per process and procedure in the
event verification cannot be completed we block the card and ask for additional
documents to be sent in to validate the identity of the member. After reviewing
Ms. [redacted]’ account, we were able to validate Ms. [redacted]’ identity through additional
security questions. Ms. [redacted]’ passed the security questions and card has
been unblocked. We sincerely apologize that Ms. [redacted] did not receive a call
back from Corporate as she requested and for the misinformation that was provided.
Due to the inconvenience and frustration we have credited $[redacted] to Ms. [redacted]’
account.
 
We appreciate Ms. [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

July 27, 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 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] states in her complaint that RushCard processes her direct deposits and she is unable to access her funds. [redacted] also states she requested a replacement card but it was sent to her old address.   RushCard processes electronic deposits as close to real-time as possible, providing access to funds up to two days before the effective date of deposit. On July 27, 2016 our corporate team contacted [redacted] to send out her a replacement card to her new address, the replacement card was processed via UPS and the expedited fee was waived. We have advised [redacted] to contact us at the corporate office on July 28, 2016 to obtain the tracking number to track her card real time.   We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal.         Regards, 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.
The company said that they don't have enough information of mine. I don't have an online account with them but I can provide my card number. The card number I hold is [redacted]
 
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. 
Regards,
[redacted] [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 been calling them about sending me my new card because it about expire next month they said send it only take 7 to 10 business days they said would be here Monday and Monday past and my card haven't not mail out yet I'm not be able use my card
Regards,
[redacted]

June 30, 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 25, 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 after repeated conversations with RushCard that no one can advise her why she can’t activate her card. She also states that she does not have access to her funds.  [redacted] would like this issue resolved and get her funds off the card.     On June 10, 2016, [redacted] contacted RushCard and spoke to a customer service agent regarding not being able to activate her replacement card. [redacted] was advised that this would forwarded to RushCard’s technical team for further research. On June 27, 2016 a RushCard corporate service specialist contacted [redacted] and advised that a replacement card was expedited and processed an express cash for her to access to her funds. [redacted] was satisfied with the resolution.           We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal.          Regards, Corporate Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution although is not satisfactory I am done arguing over it.  
Regards,
[redacted]

August 09th, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer:  [redacted]             ...

  Complaint number: [redacted]         Complaint : July 28th, 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.  On July 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account. On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted].We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service