Unirush Financial Services

December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted] ...

            Complaint number:  [redacted]             Complaint date:  December 21, 2015                         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 an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she would like to be refunded $71.96 back to her account.   On December 2, 2015, an unauthorized transaction in the amount of $71.96 from Diet Health was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures.   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 4, 2016
none;"> VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:       Consumer:                   [redacted]             Complaint number:     [redacted]             Complaint date:          February 26, 2016                         To Whom It May Concern: This letter is in response to the consumer complaint referenced above.  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]’s complaint states she did not timely receive her replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account.  On January 1, 2016, a renewal card ending in [redacted] was systemically issued to [redacted] old address. On January 9, 2016, [redacted] contacted RushCard customer service and requested for her address to be updated and to set up direct deposit. [redacted] contacted customer service again on February 6, 2016, to advise that she didn’t receive her renewal card. The address on the account was never updated so the card was issued to the old address on the account. A replacement card was processed on [redacted] second account with RushCard that expired on 2/2015. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card ending in [redacted] encountered an error with processing the replacement card. [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016, RushCard received and posted [redacted] tax refund direct deposit to her account ending in [redacted]. On February 26, 2016 and February 28, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. On March 1, 2016, [redacted] funds were also transferred to her new account ending in [redacted] has received her card, express cash and has unrestricted access to her funds. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service.  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.
[redacted]:
In my original complaint I mention that when my purse was stolen from my vehicle, my wallet was included. In that wallet was me and my childrens' social security cards, my driver's license, other debit cards and a few different credit cards. The perpatrator had any piece of information needed to identify and successfully make pin changes to the Rush card only! [redacted]'s mission is to refund any monies fraudulently withdrawn from the account holders account. In lamen's term, I did not permit the theft and the transactions were not authorized. Please do not patronize me. You continously speak of a dispute letter. I reached out to the Rudhcard headquarters because I was not getting resolution through the customer service center. I have not at this point received any feed back about why I was denied. Please forward me all documents regarding the denial so that I may review them and take action as you demand.
Regards,
[redacted]

September 23, 2015
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 September 11, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources. 
Per
response, on September 24, 2015, [redacted] contacted RushCard Customer Service
and was advised that it will take 7 to 10 business days to receive the bill
payment via regular mail. Per the Cardholder Agreement, [redacted] was also
provided that the dispute process will take 45 to 90 days. Once the dispute
is finalized, [redacted] will receive a letter via mail regarding the outcome
of the claim.
We appreciate [redacted] situation
and understand the stress identity theft can cause. 
Sincerely,
Kathy R.
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 just don't understand. All you (UniRush) keeps doing is sending me the SAME email. STOP SENDING ME THE SAME THING AND ANSWER MY CONCERN! I will REJECT EVERY response until I get my question/concerned answered. So AGAIN for the 4+ times WHY WAS MY [redacted] CASH LOAD REJECTED BY UNIRUSH ON 11/10 AND 11/18 when they tried to resend it again to correct issue!!!??? DO NOT SEND ME YOUR SAME GENERATED EMAIL I KNOW WHAT HAPPENED IM THE CONSUMNER WHO WENT THROUGH IT MY CONCERN HAS BEEN FOR THE LAST 4 (if not more) emails WHY DID UNIRUSH REJECT NY CASH LOAD? UniRush messed up but clearly won't take the fault for it!! If I need to call your cooperative office myself to get the answer, I WILL DO SO!
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 reject there stance because on 10/26/15 (14 days after their "system outage" they posted on Social Media saying the problems were fixed.  Not true. Lies.
I called many times  after that where the rep said we cant help you "our systems are down". See attached call log.  When I finally reached someone, they demanded I dispute a charge that I told them was really legitimate made on 10/9/15 to [redacted] for $300.01 as to FURTHER delay the real issue.  They said this could take up to 120 days.
The real issue is they had my money all along since 10/10/15.  It took a great deal to reason with them as their reps were often rude, and gave me various and sundry contradictory information about why they have NOT posted my credit sooner.  See recording attached where I was on hold for over an hour. Supervisor came on the line at 46 minutes she was so rude and nasty. She yelled, got off the phone at one point because she wanted to over talk me.  To hear that part of the recording, start on 51 minutes.  Click here [redacted]
Now, this is the supervisor talking.  What training she has!!!!
Fact is, Unirush took 25 days to give me that money and I faced hardships like no gas in my car or nor could I even purchase food due to this issue.  Of course, I cant prove an empty stomach.  This is just fact.   This $300 was almost half of my monthly income that they just held for no good reason. They have not made AMENDS about keeping my funds hostage.
I read on [redacted], they are issuing loyalty credits to customers, but they didn't do that for me.  I have been with them going on 4 years, and I didn't even get  a phone call saying that my money was finally posted. Instead , they sent a letter (SNAIL) mail, further putting me through an unnecessary hardship and showing me they are not caring about wronging their customer.
Regards,
[redacted]

RevDex.com
** [redacted]
sans-serif;">Cincinnati
Ohio [redacted]
 
RE:  Case [redacted]
 
June 6,
2014
 
We
received Ms. [redacted]’ complaint regarding the unauthorized transaction and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
Per
our notations, Ms. [redacted] contacted our call center on 5/30 regarding a pending
transaction for $[redacted] from Prestige Financial on her account. Ms. [redacted]
indicated it was unauthorized – with the transaction still being in a pending
status and not yet settled we advised Ms. [redacted] to contact the merchant to
inform them of the transaction to get the transaction cancelled prior to it
settling on her account. We were unable to file a dispute on the transaction at
the time based on the transaction still pending. However, we were able to block
the card and reissue a replacement as a measure to make sure no future
unauthorized transactions can take place on her card. We’re showing the
transaction for Prestige Financial for $[redacted] settled to Ms. [redacted] account on 6/1/2014
and on 6/2/2014 our call center filed a dispute on Ms. [redacted]’ behalf. We
educated on the possible timeframe it would take for a resolution and also
educated Ms. [redacted] on the provisional credit guidelines as well. We show Ms.
[redacted]’ verbal dispute was received by Bancorp on 6/2/2014 and a written dispute
form was sent to Ms. [redacted] to send back to Bancorp as well. The dispute is
still under investigation and could take up to 90 days to complete – upon
receiving the written dispute form back from Ms. [redacted] Bancorp could check
eligibility for Ms. [redacted] to receive a provision credit. Bancorp handles all
Rushcard disputes – for any updates Ms. [redacted] will need to contact Bancorp.
Bancorp’s contact number is [redacted], they can provide any updates,
statuses, and pertinent information regarding 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]
 
CS
– Audit/Compliance Analyst

Revdex.com
** [redacted]Cincinnati Ohio 45202
 
Re: [redacted]
February...

11, 2015
 
We received Ms. [redacted]’s complaint regarding access to her
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 2/2/2015 Ms. [redacted] filed a dispute for an ATM
transaction of $[redacted] at [redacted] that did not dispense the funds. All RushCard disputes
are handled through our dedicated dispute team and are worked in the order that they are
received. There are no updates regarding the outcome of the dispute.  Ms. [redacted] will need to allow 45 days for the
dispute team to investigate the claim. Once the claim is final Ms. [redacted]
will receive a letter in the mail regarding the outcome of the dispute. We
apologize for the inconvenience and the frustration this has caused Ms.
[redacted].
We appreciate Ms. [redacted]’s feedback. These types of issues
go directly against our mission of access and inclusion for everyone and we
look to be clearer and avoid similar problems for all of our customers.
 
Regards,
 
[redacted]Customer Service Specialist

June 7, 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 3, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.     [redacted] complaint contends that RushCard stopped payment on check for funds sent from her son’s (Melvin Davis) RushCard account.  [redacted] also stated that she sent in all the documents requested and she would just like access to the funds.   On January 19, 2016, a letter was received requesting that power of attorney be given to ([redacted]). On February 26, 2016 a check was sent inadvertently, and a stop payment was placed on the check on February 29, 2016. On April 27, 2016, all the required documents were received. The documents were reviewed on June 7, 2016, and a check was reissued to the address on file. Please allow 5-7 business days for receipt of the check.          We appreciate [redacted] feedback.         Regards,   RushCard Corporate Customer Service

November 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re:      Consumer:                  [redacted]            Complaint number:    [redacted]            Complaint date:          October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above.  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 October 12,
2015, [redacted] processed a $25.00 card to card transfer to her RushCard
account from her Goals Account. On October 28, 2015, a $25.00 courtesy credit
was issued to [redacted] RushCard account on October 28, 2015. [redacted] was
credited the fees back to her RushCard account on November 11, 2015. The funds
are available on [redacted] account. Please see screenshots that are attached to the complaint response. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service.  RushCard Customer
Service

150%; font-family: Calibri, sans-serif;">RevDex.com
** [redacted]
 
RE:  Case [redacted]
 
October 21, 2014
 
We received Ms. [redacted]’s complaint regarding the availability of her
funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I have reviewed Ms. [redacted]’s account and I am showing $100 card to card
transfer was completed on 10/15/2014 to [redacted]. A transaction from REDBOX
DVD RENTAL of $[redacted] was processed on 10/17/2014 which took some of the funds
from [redacted]’s account. It can take up to 1 to 2 business days for the
funds to be reverse back to the sender’s account. Unfortunately, we are unable to reverse the card to card transfer back
to Ms. [redacted]’s account due to all of the funds not being available. Ms.
[redacted] called in to the call centers on 5/6/2013 to report that her card
was lost and requested that a card replacement be issued. The card that was reported lost was deactivated and blocked upon [redacted]’s request. Ms. [redacted] will
need to contact the receiver ([redacted]) to retrieve the remainder of her
funds. We apologize for the inconvenience and the frustration that this may
have caused Ms. [redacted].
 
We appreciate Ms. [redacted]’s feedback. 
These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
 
 
Regards,
 
[redacted]
Customer Service Specialist

The Revdex.com
** [redacted]July 8, 2014
RE: Case [redacted]
We received Mr. [redacted]’ complaint regarding the...

status of
his Rushcard accounts. RushCard logs all customer contact and activity
associated with financial cards.
As it relates to access to his funds Mr. [redacted] cards were
blocked by [redacted] after reviewing activity on his account. We understand this
is an inconvenience for Mr. [redacted] but in order for [redacted] to review his
documents he’ll need to send them to [redacted]@the[redacted].com
for review. With [redacted] ultimately blocking Mr. [redacted]’ cards he’ll need to contact
[redacted] directly. [redacted] contact number is [redacted].
We appreciate Mr. [redacted]’ feedback and advise Mr. [redacted] to
continue to stay in contact with [redacted] to get this matter resolved.
Regards,
[redacted]
CS – Audit/Compliance Analyst

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:  [redacted]
April 1, 2014
We received Ms....

[redacted]’s 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. At any time we suspect suspicious activity such as “cash on cash
off” our Risk department may block a member’s account educate them on such
activity will not be tolerated and unblocked. Cash on Cash off activity is
where cash is loaded on a member’s card through a [redacted], [redacted], [redacted], etc… and then then withdrawn off. Our Risk department viewed Ms.
[redacted]’s account as having this type of activity on her account and in turn
blocked her card.
We show Ms. [redacted] had a balance of $700.18 on her account at the
time her account was closed. We issued a bill payment check on behalf on
3/17/2014. The bill payment check was been returned on 3/31/2014 to us as
invalid address. If Ms. [redacted] can supply us the updated address for her we
can reissue the bill payment to have this issue resolved.
We appreciate Ms. [redacted]’s feedback.
Regards,
[redacted]
CS – Audit/Compliance Analyst

Revdex.com
** [redacted]Cincinnati Ohio[redacted]
 
Re: [redacted]
February...

10, 2015
 
We received Ms. [redacted]’s complaint regarding access to her
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 1/31/2015 Ms. [redacted] filed a dispute for an ATM
transaction of $[redacted] at [redacted] that did not dispense the funds. All RushCard
disputes are handled through our dedicated dispute team and are worked
in the order that they are received. There are no updates regarding the outcome
of the dispute.  Ms. [redacted] will need to
allow 45 days for the dispute team to investigate the claim. Once the claim is
final Ms. [redacted] will receive a letter in the mail regarding the outcome of the
dispute. We apologize for the inconvenience and the frustration this has caused
Mr. [redacted].
We appreciate Ms. [redacted]’s feedback. These types of issues
go directly against our mission of access and inclusion for everyone and we
look to be clearer and avoid similar problems for all of our customers.
 
Regards,
 
[redacted]Customer Service Specialist

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 18, 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 Ms. [redacted]’s state
tax refund was received on 1/28/2014 and returned back to the state on 2/6/2014
the trace number is [redacted]. We never received a request for document
validation here at corporate and agent feedback will be provided. We sincerely
apologize for the inconvenience this may have caused. We show we received a federal
tax refund deposit for Ms. [redacted] on 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. Upon receiving all
necessary documentation to validate Ms. [redacted]’s account and tax refund we
were able to post and release Ms. [redacted]’s tax refund on 2/18/2014. We
sincerely apologize for any inconvenience this may have caused Ms. [redacted]. We
never received a request for document validation here at corporate and agent
feedback will be provided. We sincerely apologize for the inconvenience.
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:
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.  
  Unirush Financial Services has bad customer service. The company has an inability to notify a member of money transactions coming into and leaving an account. They do not respond to customer concerns as they should. Futhermore, how does a $1400 charge on a debit card go through an account with only $529.23 known as a balance on the same card? The accounting is horrible and has caused me much grief. I would never recommend The Rushcard or any of Unirush Financial Services to anyone. I want a refund of my $529.23 as soon as I can get it. I disputed a charge on my account, it went through anyway and there was not enough in the account to cover the charge. Total money mismanagement by Unirush Financial Services. I am not happy and I want my $529.23 refunded to me not in 90 days but immediately.
Regards,
[redacted]

July 13, 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 8, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint contends that RushCard is taking money from his account. [redacted] states is missing $50 and would like it back.   Our records indicate that on July 5. 2016 a RushCard corporate customer service specialist attempted to contact [redacted]egarding his pending pre authorization hold. On July 6, 2016 [redacted] contacted our corporate office and spoke to a customer service specialist that reviewed his transaction history. On July 12 & 13 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to discuss his concerns regarding missing funds.         We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.      Regards,   RushCard Corporate Customer Service

August
11, 2015
 
VIA ONLINE SUBMISSION:
Better
Busines* Bureau®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
               
Re:         Complaint
ID: [redacted]
                Consumer:
[redacted]          
                               
To Whom
It May Concern:
 
This
letter i* in response to the attached complaint, Complaint No. [redacted] which
the Better Busines* Bureau®
(“Revdex.com”) received
from [redacted] on August 5, 2015. 
UniRush, LLC d/b/a RushCard take* customer complaint* seriously and
strive* to provide quality customer service while dutifully protecting customer
identitie* and resources.
 
[redacted]
[redacted]’* complaint contends that RushCard blocked her account with any
notification. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
[redacted]’* account is unblocked and an expedited card was issued to the address
on the account with waiving the $30 fee.  Please view screenshot below.
Tran* ID


Tran* Type


Date


Description


Debit


Credit


Balance


[redacted]
FEE


08/11/15
01:24 AM


Monthly Fee - August 2015


$5.95


$0.00


$24.18


[redacted]


FEE REVERSAL


08/10/15 03:27 PM


Waived Fee


$0.00


$30.00


$30.13


 
   
We look
forward to serving [redacted]’* financial need* in the future. Our customer’* security i* a top
priority at RushCard and proper verification i* a necessary step to that goal.
 
Regards,
Tyree T.
Corporate Customer Service

March
16, 2016
VIA
ONLINE SUBMISSION:
RevDex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:       Consumer: 
[redacted]
            Complaint number: 
[redacted]
            Complaint date:  March
16, 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
her account was blocked and she could not access her funds. On 3/1/2016 two
deposits were posted to [redacted] account. On the same day 3/1/2016 our
Risk team blocked [redacted] account and issued a replacement card based on
information received that determined her card could have been compromised. The
replacement card was sent to the incorrect address in error as our systems had
not updated her address. We were able to update [redacted] address and issue
her a replacement card via [redacted] at no charge and walked her through the process
of activating and setting up her pin on her new card. As of 3/17/2016, [redacted] card has full function and [redacted] has full access to her funds.
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

Revdex.com
7 W Seventh St Suite 1600
face="Times New Roman" size="3">
Cincinnati Ohio 45202
 
Re: [redacted]
April 6, 2015
 
We received [redacted] complaint regarding access to her
funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 3/31/2015 [redacted] filed a dispute for a transaction
of $820.00 from [redacted] International that was made on her account. All RushCard
disputes are handled through our dedicated dispute team and are worked in the
order that they are received. I am showing we receive the written dispute form
back from [redacted] on 4/5/2015. A member of the dispute team also spoke with
[redacted] on 4/5/2015 to inform her that a provisional credit will be issued
on the 10th business day, 4/14/2015, if dispute resolution is not
available by then. We apologize for the inconvenience and the frustration 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]
Customer Service Specialist