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.
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]

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

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

October 6, 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 September 1,
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 14, 2015, I personally spoke with [redacted] regarding the $30.00
expedited fee and the $4.95 replacement card fee ending in [redacted]. [redacted]
requested that all her accounts be closed. This request was completed on
September 15, 2015. On
September 28, 2015, [redacted] contacted RushCard Customer Service stating
she requested the card ending in [redacted] be closed and requested the card ending
in [redacted] be reopened.  A replacement card
was sent to the address on the account. Per RushCard Cardholder Agreement, [redacted] will not be compensated for any fees.
 
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
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. 
Regards,
[redacted]
They have been telling me since April 11, 2016 that they sent my check and it will take 5-7 business days to get it. They even suggested in the middle of April that they sent my check already and I needed to contact the post office to get it, which was a lie. I just think these people are lying and I don't trust what they say until I get my check in my hands. It's only $33.19 I don't get why I have to call these people 10 times for them to send me a check over and over again. They keep telling me oh we apologize we are doing a follow up like they are all reading from a script. My account has been close since April 10, 2016 why does it take almost two months to get what is owe to me? This was actually the first time they called me telling me they sent my check it took a complaint to the Revdex.com for them to even contact me. This has been a waste of my time. I don't trust what they say anymore.

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.  For your reference, details of the offer I reviewed appear below.
I still need to know what the policy difference between a direct deposit from my husbands employer and a direct deposit from a tax refund is. 
I don't get why the tax refund was against "policy" when a direct deposit from his employer isn't.
What is the difference? This will help me understand more. I have been asking this question for almost a year now. Also I seen the attachment. 
Is this what your checks look like when you get them? or is this what is in your system? I want to know what you were sent from the bank. Do you see the actual check?
IRS showed us the electronic copy of the check, right from the computer screen with both of our names on it.
Could this rushcards computer program be the cause/reason for the glitch in not showing my name by cutting it off; no room for more characters? If so how can they ensure top service in the future by preventing this from ever happening again?
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]

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

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

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]

Revdex.com Cincinnati Ohio
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
RE:  Case [redacted]
 
December
10, 2014
 
 
We
received Ms. [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.
 
Due
to the direct deposit being a tax refund and the amount of the deposit we
require additional information in order to assist with posting the deposit.
When we received the tax refund the deposit came over in Ms. [redacted] husband’s
name. When filing jointly, the cardholder has to make sure the name on
the RushCard is the first person listed on the tax return. To be accepted and
posted by RushCard, tax refund direct deposits MUST be in the name of the
cardholder. This information is located in the cardholder agreement. The tax refund was
sent over by the remitter with Ms. [redacted] husband’s name and RushCard has no
control over how deposits are received.  After
reviewing the account the payroll direct deposits were posting automatically in
error and should not have been posting to the account due to the information
not matching. Attached below or to the response is a screenshot of the tax refund deposit that was
received. We apologize for the confusion 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:
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]

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

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]

[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]

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.

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
** [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