Unirush Financial Services

July 15,
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 July 9, 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 denied her unauthorized transaction
dispute in the amount of $244.99. [redacted] also experienced substandard
customer service when contacting RushCard Customer Service.
 
On July
2, 2015 [redacted] filed an unauthorized transaction dispute regarding a $244.99
charge on her account.  On July 2,
2015, the RushCard dispute team received a signed unauthorized transaction dispute
form from [redacted]. On July 8, 2015, [redacted]’s unauthorized transaction
dispute was denied due to no error occurred. A Corporate Customer Service
Specialist attempted to contact [redacted]. On July 15, 2015 [redacted] contacted RushCard
Corporate back and was advised of the rebuttal letter process to reopen the
denied unauthorized transaction dispute. [redacted] will need to fax the rebuttal
letter and any additional documentation to the disputes department at ###-###-####.
We encourage [redacted] to work with the merchant to resolve any issues regarding
products or services rendered. RushCard has determined that the transaction was
completed as requested.
 
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable customer service.  
 
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.  Again, you guys are not paying attention to my issue. As I advised the agent who called me, I'm missing $700.00 that was in my rush goals that I want refunded 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.  Rush Card took funds from my account and refuses to put them back.  This money was deposited into my account by my employer. 
Regards,
[redacted]

This letter is in response to the consumer complaint # [redacted]referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card...

program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.   
On July, 08th 2016, [redacted] called UniRush to file a dispute claim on an ATM transaction for $304.00, located in [redacted], **. [redacted] claims she was never near [redacted], ** and her Rushcard had been in her possession the whole time. [redacted] is requesting credit for the amount debited out of her account.
Based on the investigation completed by UniRush, final credit was issued on July 18th, 2016, and the case was found in [redacted] favor.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this

The Revdex.com
** [redacted]RE:  [redacted]
October 3, 2014
We received Ms. [redacted]’s complaint regarding the...

level of
customer service received and the availability of her funds.  RushCard logs all customer contact and
activity associated with financial cards.
Ms. [redacted] made a transaction on 9/24/2014 of $[redacted] at WU[redacted]. Based on the transaction being a “quasi cash transaction” due to
bank regulations we are unable to release the hold via RushCard’s Merchant Hold
Release policy (a letter to be typed on company letterhead including customer’s
name, LAST 4 numbers of card, date, time, amount of transactions, a description
on why we can release the hold, and contact information (name and direct number).
Unfortunately, Ms. [redacted] would have to wait the full 10 calendar day time frame
before the hold on the funds would be released. 
We show the hold is due to be released on/by 10/4/2014. We understand
RushCard’s Merchant Hold Release process was explained to Ms. [redacted] initially
as a way to expedite the release and on behalf of RushCard we apologize as this
would be an event where the policy could not be completed.
We apologize for the misinformation and sincerely understand
the frustration and inconvenience this may have caused. 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

I knew this card was a bad idea from the beginning. I am LIVID!!! I activated my card a week ago and was waiting for my direct deposit to hit. When it did, it said that my card is invalid and that I have to activate it. I have been on the phone and have spoken with 2 ppl who have done nothing about it. They keep giving the same rehearsed and scripted suggestions and excuses. It is my first pay day and I was going to get a car so I can get back and forth to work but now I am at risk of losing my job due to lack of transportation and lack of funds to pay anyone gas to take me. This is disgusting. I hope they go out of business. They are holding funds that re needed for gas and food and bills. They were careless with this update and are not working as they should to fix it. They care nothing about us but about their taking our money.

October 20, 2015VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:         Complaint # [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 October 13, 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 held her funds from a pending authorization hold of
$1,070.00. [redacted] stated that she needs her funds released and made
available to her. On October 2, 2015 [redacted] RushCard received a hold for
PCA [redacted] in the amount of $1,070.00. [redacted] contacted RushCard
customer service and was advised that the hold will be released on the
expiration date October 12, 2015. On October 17, 2015, the merchant came back
and settled on the transaction. We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this matter has caused.  
 Tyree T.Corporate Customer Service

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

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. 
 
sans-serif;">customer called stating she rec'd response from business and has faxed them all the info they asked for. Not sure this will help since she previously e-mailed them the same info and nothing happened.
 
Regards,
[redacted]

Revdex.com
** [redacted]RE:  Case [redacted]
July 22, 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.
As it relates to tax refund
deposits 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 7/14/2014 with an effective date of 7/16/2014. 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 a customer’s account and
tax refund we are able to post and release the tax refund. We show we received
all necessary information but Ms. [redacted]’s  valid proof of address. I’ve supplied acceptable
documents we accept as proof of address and all have to be dated within the
last 30 days, I’ve listed them below:
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food
stamps/assistance)
Insurance bill (car, house/renters)
We sincerely apologize for any inconvenience it may have
caused Ms. [redacted]. We never received documentation as it relates to her proof of
address. At Ms. [redacted]’s request we returned her tax refund deposit on 7/15/2014
and for the IRS to receive it could take 3-5 business days.
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

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 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 card after that. He is disputing transaction made at [redacted] located in [redacted] located in [redacted] located in [redacted] located in [redacted], and [redacted] located in [redacted] claim was denied because of what merchant provided. On June 29th, and July 08th, we contacted [redacted] and spoke with front desk. They confirmed [redacted] was present at the time of the transaction with his Rushcard and Identification card. Front desk confirmed anytime a transaction is made they have to check for identification. Based on that, and the documents provided we concluded no error occurred.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.

Rushcard's system is down which is causing my family and myself severe suferrage!

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. 
Customer called and stated that, once again, the business's latest response does not address the issues and her complaint is still not resolved.
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 employer has tried to remedy this negative balance and has had little help or direction on the Rushcard side to do so. I sent the following information via email to [email protected] since they didn't seem to get why my employer was not able to send them payment for my negative balance (see attached)
I tried to reach out to Rushcard again to see if they could conference call my employer and talk to them about this directly as there seems to be a miscommunication between these two parties. We are now in holiday season so I fear this cannot get resolved until a rep from Rushcard speaks to my employers accounting team and gives them direction on a one time deposit
Regards,
[redacted]

Revdex.com:I have not received any update or response regarding my complaint. The business is stating they need 45 days to complete the process and refund my funds. In the mean time the wait time to call is 3 hours and the only thing the agents are doing is apologizing and asking for our patience. 
Regards,
[redacted]

The Revdex.com
** [redacted]
 
 
RE:  Case Number [redacted]
 
October
1, 2014
 
We
received Mr. [redacted]’s complaint regarding the transactions being put on hold
and the level of customer service received. RushCard logs all customer contact
and activity associated with financial cards.
 
An agent from RushCard Corporate Office spoke to
Mr. [redacted] and apologized for his experience with customer service. The calls
have been monitored by Corporate and we found no evidence of the representative
releasing the calls. As reviewing the calls Mr. [redacted] was educated properly
on the expiration date of the gas hold by RushCard agents. We apologize for the
inconvenience that this may have caused.
 
We
appreciate Mr. [redacted]’s feedback and his membership with us here at RushCard.
 
Regards,
 
 
Tyree
Turner
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.  Rushcard did as they said. Thanks for everyone assisting..
Regards,
[redacted]

August 13, 2015
 
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re:         Complaint # [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 July 16, 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 his direct deposit
was late in posting to his RushCard account.
 
 [redacted]’ direct deposit was received and posted
to his account on 7/30/2015 with the effective date of 7/31/2015. There was a slight delay with posting direct deposits on July 30, 2015, but that issue was resolved. [redacted]
received his direct deposit one day early then the actual deposit is due to
post. If [redacted] would like to receive his direct deposit sooner, he will
need to contact the remitter.
 
We appreciate [redacted]’
feedback.
 
Tyree T.
Corporate Customer Service

June 9, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date:  June 5, 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 his funds for $211.39 is being held by RushCard, and cannot be released.  [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service.   On June 3, 2016 [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $211.39.  On June 4, 2016 [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold.  We were unable to speak with the direct contact representative directly.  As of June 6, 2016 the pending hold for $211.39 has been released.  On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy.   We appreciate [redacted] feedback.   Regards,   RushCard Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I've previously contated you about this same promotion offer they told me I needed to load $100 I did then they changed it to thr first direct deposit. I have proof from the ladt complaint
Regards,
[redacted]