Unirush Financial Services

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 4, 2014
We received Ms....

[redacted]’ complaint regarding
access to her funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
With the information provided we have had a difficult time
locating Ms. [redacted] in our system. If Ms. [redacted] can supply us more information
to locate her that would be greatly appreciated. If she has a online account
with us what is her login name? If she can supply us the address we have on
file for her - the address showing through Revdex.com is not pulling her information.
We appreciate Ms. [redacted]’ patience during this matter. We
would like to assist her here at corporate but need more information.
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

Revdex.com
7 W Seventh St Suite 1600
Cincinnati OH 45202
 
 
RE:  Case [redacted]
 
June 5, 2014
pre;">
 
We received Mrs. [redacted]’s complaint regarding the availability of funds and the level of customer service received.  RushCard logs all customer contact and activity associated with financial cards.
 
Rushcard does not accept third party deposits we show Mrs. [redacted] received third party deposits in the amounts of $1.00 (5/27/2014), $40.00 (5/27/2014), $5.00 (5/27/2014) and $0.47 (5/22/2014). Our system will automatically return third party deposits after 7 calendar days and it takes anywhere from 3-5 business days for the deposit to reach the remitter. We show the deposits for $1.00, $40.00, and $5.00 were returned automatically on 6/3/2014 and the deposit $0.47 was returned on 5/23/2014. Based on our notes we show Mrs. [redacted] had contacted our centers and reached out to us via Facebook to inquire about her husband’s funds being returned to him. We were able to discover at the time of the contact with us the deposits should have been returned. Agent feedback has been provided to the agents involved. We apologize for any inconvenience this may have caused both Ms. [redacted] and her husband. As a courtesy we have applied a one-time courtesy credit of $10.00 for the inconvenience and the mishandling of Mrs. [redacted]’s account. 
 
We appreciate Mrs. [redacted] feedback and her 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

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

RevDex.com
7 W
Seventh St Suite 1600
Cincinnati
Ohio 45202
 
RE:  Case [redacted]
April 3,2015
 
We
received [redacted] complaint regarding the outcome of her dispute and the level
of customer service received.  RushCard
logs all customer contact and activity associated with financial cards.
 
Per response, all
RushCard disputes are handled through our dedicated dispute team. After investigating
the dispute [redacted] claim was denied due to no pin failed attempts with the merchant,
therefore no error was found. We understand [redacted] concern with the outcome
of her dispute and we are unable to credit the account. [redacted] will have to
wait to receive the letter explaining the denial. [redacted] can file a dispute
for the outcome of the claim by following the instructions on the letter
received. We sincerely apologize for any inconvenience this has caused.
 
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

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

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:
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. 
Rush Card never reached out to me to resolve any matters. This is unacceptable
Regards,
[redacted]

October 20,
2015
0pt;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
[redacted]
            Complaint number:    [redacted]
            Complaint date:          October 13, 2015
                       
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. 
RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion.  The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders.  In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect.  In
addition, a small subset of cardholders were locked out of their accounts.  These problems dramatically increased traffic
to the call center.  We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. 
We
worked around the clock to resolve these problems.  At this time, our system is up and running
and cardholders have access to their funds and account information.  A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us.  We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly.  In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016.  For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.
It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy.  At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. 
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

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.
[I wanted state the reasons why I do not accept the response from UniRush Card. I have been trying to work with UniRush Card since my very first dispute that I had back last year 12/31/2014. For the amount of $[redacted] to [redacted].  In which I was double charged. (one charge was valid) the other that happened on the same day was not.  As well as the current dispute, in which I was denied on 02/01/2015. One for $[redacted], and the other for $[redacted]. Both on the same dispute.  My entire pocketbook was lost and wallet in which I placed my card in ( the second time).  I have had so many problems with this company it is crazy! I can not began to write it all down! The dispute department does not work for the  best interest of the customer they work for the company that takes the money from their customers! ]
Regards,
[redacted]

May 9, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 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 5, 2016.  UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.   [redacted] complaint contends that she would like to have access to the funds on her account. [redacted] has requested her card be expedited via UPS.   [redacted] contacted RushCard customer service to request a replacement card which she received but experienced issues in activating the card. We show we replaced [redacted] card 4 times over the last 3 months. After researching [redacted] account, we show her account experienced a systematic error in where she was unable to activate her card. This issue has been rectified and as a courtesy we have refunded the expedited card fees accessed to her account.  A customer service representative issued a replacement card on Saturday May 7, 2016.  [redacted] should receive her replacement card on Tuesday and she can contact our customer service to obtain her tracking number for the card.   We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service and the system issues she’s endured. Our goal is to provide financial convenience supported by reliable customer service.     Regards, Corporate Customer Service

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

The
Revdex.com

size="3">
7
W Seventh St, Suite 1600
Cincinnati
Ohio 45202-2468
 
 
RE:  Complaint [redacted]
 
April
1, 2015
 
We
received [redacted] complaint regarding the time in which it took to receive
her bill payment check and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
We
sincerely apologize for the inconvenience this has caused [redacted]. In
2014 when [redacted] requests to close the account, RushCard can only place
a block onto the card not allowing any transactions to go through. This
however, does not stop loads from coming onto the account. I have personally
spoken with [redacted] today, 4/1/2015, and she did inform me that the bill
payment check has been received. I also informed [redacted] that the account
is blocked and there is now a flag on the account which will not allow any loads,
which come through to her old RushCard, to post. [redacted] will want to
make sure that any and all deposits she may have come over to RushCard in the
past are cancelled. In the even it is sent to RushCard, the funds will be
returned but it can take some time for the remitter to receive the funds back.
 
We
appreciate [redacted] feedback. 
These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
 
Regards,
 
[redacted]
Customer
Service Specialist

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 8, 2014
We received Mr....

[redacted]’s complaint regarding access to his
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 Mr. [redacted] on 2/20/2014 with an effective date of 2/21/2014.
We requested additional documentation to validate his 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. We show Mr. [redacted]’s tax refund was a joint return and we
needed additional documentation to complete validation prior to posting the
deposit. Upon receiving all necessary documentation to validate Mr. [redacted]’s
account and tax refund our corporate staff was able to post and release Mr. [redacted]’s
tax refund on 3/3/2014. We sincerely apologize for the delay and any
inconvenience it may have caused Mr. [redacted].
We appreciate Mr. [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
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
** [redacted]
 
 
RE:  Case [redacted]
 
November 20,
2014
 
We received
Mr. [redacted]’s complaint regarding the availability of his funds and the level of
customer service received.  RushCard logs
all customer contact and activity associated with financial cards.
 
After
reviewing the account Mr. [redacted] was educated of the timeframe 1-3 hours to
receive documents via fax and 1-2 business days for Corporate to review after
receiving the documents. On 11/6/2014 documents were received and reviewed by
Corporate and was advised that proof of address is needed due to address on
remitter letter not matching the address on the account Mr. [redacted] was unable to provide proof of address and requested that the
direct deposit be returned back to the remitter on 11/10/2014. Unfortunately,
the call centers do not have access to our corporate phone number and all
inquiries are communicated via email. We apologize for the misinformation and
the inconvenience this has caused Mr. [redacted]. We do assure Mr.
[redacted] that all calls associated with his account will be pulled so we are able
to coach and train every representative involved on the correct procedures with
handling these types of calls.
 
 
We
appreciate Mr. [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

[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 is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]
All of Unirush statements are fakes because I still have heard or receive anything form unirush. And they refused to supply me with any proof of the investigation.

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

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 1st, 2016, [redacted] contacted UniRush to file a dispute for ATM cash not received.  [redacted] explained he went to [redacted] Credit Union to withdraw $340.00 from the ATM, however, due to the ATM malfunctions he did not get the funds, and his account showed a debit for $340.00. [redacted] is requesting for a credit into his account.
Currently, the case is under investigation. If the investigation takes longer than 10 business days [redacted] will be issued Provisional credit $340.00 by the 10th business day. It is vital that [redacted] signs the affidavit UniRush sent to him and send it back to the disputes department in order to get provisional credit. 
We appreciate [redacted] ‘s feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.