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.  The money that was supposed to be on the card is not there. My direct deposit has yet to be put on there. A five hour update has turned into three days. It has put myself and others in financial binds that we are ultimately responsible for and not Unirush. It's getting to a point where patience has ran out. I still can not get to a customer service rep. We were told that everything was back working and it has yet to be proved true. 
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.  
The reason I don't accept their response is cause as you can see in one of the attachments my balance clearly says 6,935.63 when I checked my account there was only 3,484 dollars in my account. Then as you can see in the other attachment three card to card transfers were made to my girlfriend Connie B.' s card. I didn't authorize this transfer and neither did Connie. We contacted rushcard by phone at 1-866-RUSHCARD on Friday October 30, 2015 we were on the phone with them over 3hours and bounced around from one person to another and nothing was resolved. This is why I don't accept their reply. I just want my money put back onto my card.
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.  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]
It has been yet another week and I have not received the letter. I do not accept this offer. I was told by a rep they would rush me the letter in 3-5 business days.

On complaint [redacted] stated representative, she spoke to the representative; they told her she would get provisional credit after she sends the form back signed. However, she...

did not receive the funds. She said she had called multiple times and spoke with rude representatives and supervisors and was they placed on a long hold.   
RushCard keeps recorded of every call and action done to an account. When [redacted] contacts RushCard on October 16, 2016, to file a dispute, the agent stated to her that she would need sign form or write a statement of her claim in her words and send it back to RushCard. Nowhere on our record did the agent mentioned anything to [redacted] about provisional credit. In fact, [redacted] claim does not qualify for a provisional credit.
[redacted] claim is being worked accordingly; RushCard has already initiated chargebacks, and the merchant has up to 45 days to respond. [redacted] from RushCard about her claim by January 16.
 
We appreciate [redacted] feedback regarding this matter, she can reach out to us by calling the number on the back of her card if she has any questions about her claim.
Tell us why here...

The
Revdex.com
7
W Seventh St Suite 1600
Cincinnati
Ohio 45202-2468
 
December 8, 2014
 
RE:  Case [redacted]
 
 
We received Ms. [redacted] complaint regarding her
card being compromised and the level of customer service received. RushCard
logs all customer contact and activity associated with financial cards.
 
 
We
apologize for the frustration and the inconvenience this may have caused Ms.
[redacted]. Unfortunately, we will not be waiving the $30.00 expedited card fee or providing
any compensation. We did offer Ms. [redacted] two forms of delivery– one being
standard of 7-10 business days and the other being expedited delivery of 1-2
business days with the $30 fee. The card was issued via regular mail on
11/28/2014. Ms. [redacted] will need to allow the 7-10 business days to receive the
card via regular mail.
 
 
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

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.  
The company respond is a lie they to me that the transactions are valid and I will have to eat...

those charges I was never advice to contact the merchant. I did my investigation and found out rush card never investigate my fraudulent charges. My complaint stands with them that I need a refund for the charges they allowed on my card in two other states which I don't live in and they failed to file and research my changes when I field them in February and then March they had be resubmitted it..This case still needs further investigation//Thank you 
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]
My name is [redacted]. I read there letter and  was shock they would say there is no record of my claim. Yes I did talk to her and she tried to catch me in a lie. But, I did make a mistake on the dates after all the times they have told lies anyone would forget. But I went my records and gave her the proper dates. Which are 7/1/15 and 8/1/15: now he 2 companies are [redacted] and [redacted]. these are the dates I gave her. then she told you I didn't. See this is what I have been going thru with these people. they know that they took my money but gives me excuse for all most a year. To settle this case, I want 5000 dollars. For all of the lies and messing up my credit. Enter the text to appear at the bottom of each [redacted]

the rush card did not resolve complaint also did not close account

July 18, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  [redacted]             Complaint date:  July 15, 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]’s complaint contends that her pre authorization holds totaling $504.67 are being held by RushCard even though the merchant has cancelled the transaction to release the hold. [redacted] is requesting that her funds be released back to her RushCard account as soon as possible.   On July 14, 2016 [redacted] contacted RushCard regarding the transaction being held on her account from [redacted]. She spoke with our contact center and indicated the transaction has been cancelled and indicated a merchant hold letter would be faxed to customer service for review to release the pre-authorization. [redacted] has a policy to not provide merchant hold release letters to any financial institutions. RushCard’s policy regarding releasing pending holds requires a merchant hold letter be submitted, unfortunately we are unable to manually release pre-authorized holds without the letter. However, we give merchants 10 calendar days to claim the funds and if they are not claimed the funds are automatically released back to the account.   We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.      Regards,   RushCard Corporate Customer Service

Revdex.com
** [redacted]Cincinnati Ohio[redacted]
 
Re: [redacted]
February 4,...

2015
 
We received Mr. [redacted]’s complaint regarding his dispute and
the level of customer service received. 
Rush Card logs all customer contact and activity associated with
financial cards.
We sincerely apologize for the inconvenience Mr. [redacted] is
experiencing when trying to contact our call centers. Currently, we have
extremely high call volumes due to tax season. After reviewing the account, on
1/11/2014 Mr. [redacted]’s filed a dispute for 3 $[redacted] unauthorized ATM transactions
that were made on his account. All Rush Card disputes are handled through our
dedicated dispute team and after investigating the dispute they have denied Mr.
[redacted]’s claim. Mr. [redacted] also should have received a letter from
our dispute team explaining the denial and can file a rebuttal for the outcome
of the claim by following the instructions on the letter received. Once again we apologize for any
inconvenience and frustration this has 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 and avoid similar problems for all of our customers.
 
Regards,
 
[redacted]Customer Service Specialist

On September 29, 2016, [redacted] contacted Rushcard in regards to multiple unauthorized transactions that posted to her account from [redacted], [redacted], & [redacted] of...

$508.91. [redacted] requested for the funds to be credited back to her account. Customer service agent explained funds cannot be reversed; however, [redacted] can dispute the charges once they settle. [redacted] then asked to speak to a manager. Customer Service Agent blocked the fraud card and issues [redacted] a new card before transferring the call. The supervisor on duty explained to [redacted] the authorization process. On September 30, 2016 a dispute was filed for the posted transactions totaling $347.96, and on October 03rd, 2016 a dispute was filed totaling $160.95. 
On October 12th, 2016, RushCard issued temporary credit for $508.91 while the investigation is ongoing. Once the 90 days  investigations are up, [redacted] will be notified in writing by UniRush.

October
15, 2015
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 August 25, 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.
[redacted] complaint contends that RushCard blocked her account on September
22, 2015 in error. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On
September 22, 2015, [redacted] RushCard ending in 8298 was blocked
by RushCard’s Risk Department pending verification of account and pending
transactions.  In accordance with
internal policies and security procedures, documents showing proof of identity
and address were requested by a RushCard’s Risk Investigator.  On September 22nd, RushCard
received a copy of a [redacted] Identification Card with the name [redacted]; however
the RushCard application and account profile was registered to [redacted]
[redacted].  Documents submitted to RushCard
by [redacted] between September 23rd – October 2nd were
either unreadable or had multiple variations of the names: [redacted], [redacted],
and [redacted].  On October 2, 2015,
A RushCard Risk Manager requested a copy of a Social Security Card in an effort
to update account records with the correct name.  [redacted] reported that she did not
have a Social Security Card because it was stolen years ago.  Since RushCard was unable to verify a correct
name, the account was closed and a check in the amount of $186.91 was issued to
[redacted], which was the total remaining available balance on the
RushCard account ending in 8298.  The
check was sent on October 2nd to: [redacted], [redacted], and as such we consider this matter resolved.                
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Tyree T.
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.  The rep called me and said he didnt have the funds available but as you can see when they charged the $.99 fee for transfer it clearly states he has more that the $50.00 he was trying to transfer. Also as you can see it states the transfer is complete. As you can also see in the past he tried transferring $150.00 and that one failed as it saids on the transaction. When we did the transfer It clearly stated his balance was more than what he was transferring. I tried explaining it to the rep who called he kept saying a date of 10/21 when I clearly stated several times the transaction was done on 10-20.
 
 
 
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.  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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
My account is still not corrected.  I do not have access to my Rush Goals nor am I able to transfer funds.  I need for Rush to fix my account so that I may access my $700.00 in my Rush Goals savings account asap.
 
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.  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.] I appreciate them releasing my funds however I seek disciplinary action towards each and every representative who misled misinformed me about the situation as well as their superiors at rushcard members service. Was told card was mailed out Aug 2nd thru [redacted] and one trying to track my mail through Carrier, they have no record of any mail from merchant in route?! As of July 20 of this year I've been literally homeless and had them send card issue on Aug to my neighbors next door in apt #4, who as well ordered same card same merchant and [redacted] has verified her card in route. But nothing for [redacted]. As of now it's been 5 business days and I was inform it will take between 7-10. So I called 3 times today Aug 8th, one hang up from representative, second holding for supervisor and was disconnected on their end. 3rd I spoke with rep who referred to me as sir the entire call then spoke to supervisor who I explain situation to and basically said it was mailed. I told her I heard that all week but [redacted] has no record but confirmation of neighbors with same address. I will wait up until the 10th business day and then I will personally seek legal counsel and proceed from there. But with any outcome good or bad I want them to compensate me for everyday starting from the 14th of July when first replaced card was supposedly mailed me and my kids went without adequate housing because I asked repeatedly, every call would there be any problems and was never informed I would. They did me no favor unblocking card I did when I provided all required verifications. So ten business days from July 14th till date and counting. Thanks so much for everything
Regards,
[redacted]

October 20,
2015
0pt;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [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

May 24, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:       Consumer:  [redacted]...

                        Complaint number: [redacted]             Complaint date:  May 18, 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 she attempted to withdraw funds from the ATM in the amount of $403.50 that was not dispensed but the funds were taken from the account.  [redacted] would like the funds to be credited back to the Rushcard account.   On May 13, 2016 [redacted] contacted RushCard customer service and requested to cancel the pending ATM transaction for the amount of $403.50.  [redacted] was informed that the transaction was not able to be canceled and still in pending status.  A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 24, 2016 there are no longer pending charges of $403.50 on [redacted] RushCard account.  In addition, the pending ATM transaction of $403.50 has settled to the account on May 13, 2016.  A corporate customer service specialist attempted to contact [redacted] on May 24, 2016 to advise her of this information.     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:
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 am completely unhappy with this response.  I never refused to give them the information that they requested.  I did, however, refuse to play into their continued requests for information.  After submitting the first three documents that they had requested, they still did not submit our paperwork through the proper channels in a timely manner.  We sent all requested info to them on November 6, 2014.  They said that all of the necessary paperwork had been received and submitted to the "Analysis Team" and we were told that our money would be posted to our account within 1-3 hours.  We were told this by several different agents since 1-3 hours came and went several different times throughout the day on November 6, 2014.  We spoke to another agent on November 7, 2014 and they had informed us that the paperwork was just then being submitted to the "Analysis Team".  The paperwork was submitted at roughly 10:30 a.m. that morning and we were informed that the deposit would take 1-2 business days.   Upon hearing this, we were upset because everyone that we had previously spoken to had told us that it only takes 1-3 hours.  We requested to speak to the agent's supervisor and after we was not happy with his response either, we then escalated the issue the a higher authority.  He also informed us that it would take 1-2 business days and that sadly, we had been misinformed by other agents on the previous day.  We accepted his response and waited until Monday, November 10, 2014.  We checked our online account on Monday (11/10/2014) and it still had a $[redacted]balance.  We then called RUSH CARD back and they informed us that they needed additional information.  Upon hearing this, we were definitely upset and requested for this company to return our money back to the [redacted] Administration(sender).  I feel that this company has tried to hold our money from us illegally.  I have read over the terms of their use and have not found where it has informed their customers about the proper policy of an issue of this sort.  I also requested the number to speak to the corporate office about this issue and they will not provide me with a number to the corporate office, stating that their is not a number for anyone other than them.  As of today(11/14/2014), they still have not sent our money back to the [redacted] Administration.  I feel that they are not being honest and we have $[redacted] sitting in their account somewhere.  The upset that this has cause me and my spouse has been horrible and the whole ordeal has been exhausting.
 
Regards,
[redacted]

The Revdex.com
** [redacted]Cincinnati Ohio [redacted]
RE:  Case [redacted]
February 17, 2015
 
We received Mr. [redacted]’s complaint regarding his dispute and
the level of customer service received due to his card being blocked.  RushCard logs all customer contact and
activity associated with financial cards.
ATM cash advance and pin based transactions does not qualify
for the Zero Liability through [redacted]. Per [redacted]’s terms and conditions the
cardholder must notify their financial institution immediately for any
unauthorized use. All Rush Card disputes are handled through our dedicated
dispute team and are worked in the order that they are received. After investigating
the dispute they have denied Mr. [redacted]’s claim on 2/4/2015. We completely
understand Mr. [redacted] concern with the outcome of his dispute and is unable to
credit the account. Mr. [redacted] should have received a letter explaining the
denial and 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 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]Customer Service Specialist