Unirush Financial Services

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

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 money is still unaccounted for I've provided a copy of the reciept and they are still saying they don't see my universal reload I did on my card on October 12, 2015. In response to contacting rush card they've told me to contact green dot which I have no account to because I'm an rush card member. I again let them know that green dot handles the uploads to rush card and I still haven't heard anything from them about my $110.00 it's just unaccounted for and there is nothing they are trying to do to give me my money back and the previous balance. I've gave them a copy of my reciept and everything but they haven't did anything to give me my money back.

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.

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
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
 
RE:  Case [redacted]
February 20, 2014
 
We received
Ms. [redacted]’s rebuttal her funds and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
We show Ms.
[redacted]’s dispute chargeback window expired on 2/14/2014. Bancorp has applied a
spend loss credit of $600 on 2/18/2014. We show the ATM fee of $2.50 was
applied as a credit as well.
 
We
appreciate Ms. [redacted]’s patience and understanding during this process. Ms. [redacted]’s
feedback and membership with Rushcard is much appreciated.
 
Regards,
 
[redacted]
 
CS – Audit/Compliance
Analyst

On June 06, 2016, [redacted] contacted UniRush to file a dispute for two unauthorized transactions, which posted to his RushCard account from [redacted] in [redacted] for $71.76 and [redacted] for $559.35. [redacted] claimed his RushCard had been in his possession.  And based on the information gathered, the investigation is still in process. RushCard has reached out to [redacted] via chargeback and will have a resolution by September 17th, 2016.
 
We appreciate [redacted] Feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.

Revdex.com
** [redacted]
RE:  Case [redacted]
August 8, 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.
Here at Rushcard we experience an
enormous amount of fraudulent and suspicious activity as it relates to tax
deposits. Tax refund deposits are heavily scrutinized and in some cases we may
ask for verification documentation to post deposits. Ms. [redacted] lives in what
Rushcard considers a high risk state ([redacted]). Our process in posting tax
returns for members who reside in a state considered high risk is to only match
the deposit without additional documentation if the following information on
the deposit matches the card-holder’s profile:
•            
Card number (if applicable)
•            
Frist Name
•            
Last Name
•            
SSN
•            
Customer account has been activated for at least 400 days
•            
Has had at least 2 direct deposits over $[redacted] posted to the account
We requested additional documentation (copies of valid
DL/State ID, Social Security card, 1040 form) to validate her account and her
tax refund. We show we received a tax refund deposit for Ms. [redacted] with the
effective date of 8/6/2014. We requested additional documentation to validate
her account and the tax refund. The validation process must be completed prior
to any funds being released. We received all necessary documentation and
validated the documentation on 8/7/2014. Upon validation Ms. [redacted]’s tax refund
was released to her Rushcard account. As it relates to Ms. [redacted]’s replacement
cards we show on 7/14/2014 a replacement card was ordered and shipped on 7/16/2014
to the address on file our process and procedure in ordering replacement cards
on behalf of our customers was handled and completed correctly. We show Ms. [redacted]
called in on 8/2/2014 to inquire about her replacement card and a new card was
ordered - 7-10 business day was given as a timeframe. Upon receiving her
replacement card Ms. [redacted] will need to activate it and upon activation her tax
refund funds will be available.
We apologize for any confusion and frustration this may have
caused Ms. [redacted]. We appreciate her feedback and 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 to avoid similar problems for
all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

March 17, 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 March 10, 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 states her Rushcard was blocked due to expiration date and requested her money be transferred to her other Rushcard.   On March 10, 2016 Rushcard assisted [redacted] by having her funds transferred as requested.  [redacted] requested an account closure, and her funds sent to her by check.  Both accounts were closed and the funds were mailed via check.   We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal.    Regards, Bill R. Corporate Customer Service

October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re:       Case #...

[redacted]            Consumer: [redacted]                             To Whom ItMay Concern: Thisletter is in response to the attached complaint, Case No. [redacted], which the Revdex.com®(“Revdex.com”) received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCard takes customercomplaints seriously and strives to provide quality customer service whiledutifully protecting customer identities and resources.   RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received.  We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to Ms. [redacted]’ account for the inconvenience.  Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards,   Tyree T.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.   There was no offer. Just the same stale PR tripe that's been posted on their [redacted] page for a week copy & pasted word for word. There was no direct response to my claim or even an offer for a credit. Meanwhile my balance continues vanishing and reappearing and it remains harder than ever to get through to a representative in their customer service line. This only goes to solidify the fact that I never wish to do business with this company again. 
Regards,
[redacted]

August 19, 2016
serif; border: none;">  VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202     Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date: August 18, 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 processed a replacement card for her and told her she could still use her current card until the replacement card was received. However, her card was declined when she attempted to use it.  [redacted] also states that she did not get the $30 RushCard advertised for referring her Son to Rushcard.      On August 12, 2016 [redacted] contacted RushCard and spoke to a customer service agent to get a replacement card for a damaged card. [redacted] was advised she could still use her current card. [redacted] also inquired about not getting the correct amount for referring her son to RushCard’s Refer a Friend program. Due to a system related error, [redacted] card was deactivated in error. This has since be corrected and she should be able to use her current card until the replacement card is received.  Regarding [redacted] complaint about not getting the $30 for referring her son to the RushCard Refer a Friend program; on August 16, 2016 [redacted] contacted RushCard and spoke to a customer service agent that advised her that the $30 promotion for the Refer a Friend program started August 3, 2016 and her son opened the account July 2016. Therefore, she does not qualify for the $30 credit.  On August 19, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information.          We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.   RushCard,

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. 
Every additional request that customer service had made via telephone was answered, such as: last 4 of my card number, SSI #, a list of deposits into my Rush Card since January 1, 2015. I have tried explaining to the Rush Card Customer Service Supervisor, that as per [redacted] State D.O.L. Customer Service agent since I hold a Class A drivers license it is against [redacted] State Regulations and the safety act to supply a copy of my drivers license via fax or mail. When I requested the agents and supervisors name and employee number so I can supply [redacted] State D.O.L. the name of the supervisor that was DEMANDING to break [redacted] State Law by issuing a copy of my class A license. 
My complete deposits since January 2015 would be proof enough of my identity. If my wallet was stolen then the person would have license and other documents. All I am asking for is for this company to CLOSE my account and issue a check for the funds either my work or other deposits were made.
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]
[redacted] reversed the payment I've attached the email

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. 
Also gave them one more chance and still have yet to receive my funds for this week customer service still hangs up and still can not get ahold of anyone to talk to a week later now my car is up for repossession and have no other source of income 
Regards,
[redacted]

This consumer filed an OFPB Complaint with our Legal Department and the response I sent is from our Legal Department. There is no other information to provide to the consumer than what was already given.         Thank you,
 
Tyree T., Customer Service Specialist
UniRush, LLC                             PO Box 42482

I have been with Rushcard for over a year now. I have never once had a problem with them until now. We had our tax return direct deposited into my account. That is when the problem started. They wanted all kinds of documents and then denied my deposit. Now they tell me that the deposit has been set back to the IRS. I talked to the IRS and they have not received the returned deposit. It has now been over a week. Now it looks like I will have to get a lawyer in order to get my money that I worked hard for. I will never again use Rushcard again. Their customer service is not helpful at all and most of the time when you call in to talk to someone, you cant even understand them. And if you talk to more than 1, they tell you something different every time. My Business with Rushcard is done. I would never recommend them to anyone. Something needs to be done about this company.

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.   
They said they was emailing the form on the 2nd I never received it they also said I had to send in proof I paid my insurance with another form of payment my balance never reflected a negative balance from November another reason I cant understand how could they deduct this in December.they we very rude on the phone and wasn't trying to help me again how can you have a negative balance on a prepay card and was never sent one letter or email saying amount was owed from November 2015 they waited to take my  money in December . so no  not resolved.
Regards,
[redacted]

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:  [redacted]
April 22, 2014
We received Ms. [redacted] complaint...

regarding access to her
funds and his card being blocked. RushCard logs all customer contact and
activity associated with financial cards.
According to our records we show
Ms. [redacted]’s card was blocked due to her failing to validate specific
information on her account.  We take our
customer’s through a verification anytime they call starting with identity
information if at any time this information cannot be verified we will block
the card and request documentation to validate the member’s identity and proof
of address. We received validate documents as they relate to her identity (copies
of DL/State ID and SS# card) however the proof of address initially submitted
was unacceptable. 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)
Ms. [redacted]’s account was forwarded to our Risk management staff
for review and upon reviewing notes on her account our Risk team honored her
proof of address. Ms. [redacted]’s card is now unblocked (4/17/2014) and available for use. We
apologize for any inconvenience and frustrations this may have caused her.
We appreciate Ms. [redacted]’s feedback and membership with us
here at Rushcard.
Regards,
[redacted]
CS – Audit/Compliance Analyst

December 16, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  [redacted]             Complaint date:  December 16, 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 he has not gotten the $40.00 for applying for a RushCard and activating it. [redacted] also states that the promotional information he read does not state a cash load was required. [redacted] would like the $40 applied to his RushCard.     On December 16, 2016, a RushCard corporate customer service specialist contacted [redacted] and attempted to explain the Refer a friend program.  [redacted] stated that Customer Service had already advised him about the program and advised that it was a $30 payout and not $40.       We appreciate [redacted] feedback.   Regards,   RushCard Corporate Customer Service

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 17, 2014
We...

received Mr. [redacted]’ 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 tax
refund deposit for Mr. [redacted] on 2/12/2014. We requested additional
documentation to validate her account and the tax refund. The validation
process must be completed prior to any funds being released. Upon receiving all
necessary documentation to validate Mr. [redacted]’ account and tax refund we were
able to post and release Mr. [redacted]’ tax refund on 2/14/2014. We sincerely
apologize for any inconvenience this may have caused Mr. [redacted].
We appreciate Mr. [redacted]’ 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