Unirush Financial Services

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

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.

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.  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.  
Regards,
[redacted]
[redacted] reversed the payment I've attached the email

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

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,

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:
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]

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

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

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]

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
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

April 18, 2016
New Roman', serif;">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 April 13, 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 attempted to load a $170.00 cash load onto her RushCard account on April 6, 2016.  [redacted] also states that she has not received her funds and was advised to fax the receipt. [redacted] would like for the cash load to be refunded to her RushCard account. On April 7, 2016, [redacted] contacted RushCard customer service and advised that the $170.00 cash load did not post to her RushCard account.  RushCard records show that the cash load was not received, therefore [redacted] will need to contact the vendor to work directly with receiving the cash load. On April 18, 2016, a corporate customer service specialist contacted [redacted] and advised her of this information.     We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.    Regards, Tyree T. RushCard Corporate Customer Service

On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used to process an unauthorized payment to [redacted]. [redacted] stated she never authorized anyone to use her card. At this point the dispute is under investigations. Once dispute is finalized [redacted] will be notified by mail if the case has been approved or denied. A final credit will be issued by August 4th, 2016 if the case is approved.
 
If [redacted] has any additional questions or concerns, she can reach us by calling the number on the back of her card. 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.   
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]

June 30, 2016
 
VIA ONLINE SUBMISSION:
Revdex.com®
1 E. 4th STE 600
Cincinnati Ohio...

45202               
Re:         Complaint ID: [redacted]
                Consumer: [redacted] [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] [redacted] Perry on 6/23/2016.  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] [redacted] complaint contends that she cannot collet her funds from RushCard.  [redacted] also states that she does not have the documentation required to send in.  [redacted] wants the funds on her RushCard account.
 
On May 22, 2016, [redacted] contacted RushCard customer service to order a replacement card and failed verification.  As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted], and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days.  [redacted] began submitting the requested documents to verify her identity on June 8, 2016.  As of June 30, 2016 additional documentation is still needed to verify [redacted] identity.  A corporate customer service representative attempted to contact [redacted] to advise of this information on June 30, 2016. 
 
Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal.
 
Regards,
Corporate Customer Service
 
[redacted]

The Revdex.com
** [redacted]
 
RE:  [redacted]
 
June 13,
2014
 
We have
received Mr. [redacted]’s second rebuttal regarding the status of his dispute. We here at
Rushcard have submitted a dispute on Mr. [redacted]’s behalf to [redacted]. As
stated, [redacted] handles all disputes on Rushcard’s behalf. We show Mr. [redacted]’s
dispute was initially denied. Upon investigating the
dispute they have denied [redacted] sends out a denial letter – they would have
sent it to the address on the dispute claim. If Mr. [redacted] would not have
received the letter we advised him to contact [redacted] directly, based on the
response he was able to speak with [redacted] and get a time-frame as to when to
expect the denial letter.
 
If Mr. [redacted] feels this information provided from
[redacted] is inadequate he needs to contact [redacted] as [redacted] handles these
types of issues related to disputes. [redacted] contact number is [redacted].
 
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.   
UniRush, LLC d/b/a Rushcard has their facts all twisted. I have stated already to UniRush, LLC that I lost my picture I'D at the same time I lost my Rushcard. In my dispute letter it states that I lost my card on "June 8, 2016 or June 9, 2016." Furthermore it has been well over a week since I requested the documents that Unirush, PLC used to deny my claim which they are required to provide me "promptly" pursuant to the Cardholder Agreement and the Electronic Funds Transafer Act. Which they STILL have not provided me. Finally, I am filing an Arbitration claim against Unirush, PLC today and if they don't respond I will file a lawsuit against them in County Court. When In file legal action I am sure they will pay me my money back. See you soon Unirush, LLC
Regards,
[redacted]