Unirush Financial Services

[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. 
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]
 
I am writing in regards to the response email I received from you earlier today.  The following message was Rushcard's response: November 3, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:      Consumer:                  [redacted]            Complaint number:    [redacted]            Complaint date:          October 29, 2015To 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.  [redacted]’s complaint contends that she was unable to get in contact with RushCard customer service. [redacted] also would like to be refunded for a $245.80 transaction that was made on her RushCard account. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. 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. On October 10, 2015, a transaction for $245.80 from [redacted] was processed on [redacted] RushCard account. On October 12, 2015, the transaction settled on the account. [redacted] will need to contact the merchant to receive a refund. If [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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  I did as the email stated and I called [redacted] and spoke with the Manager, Stephanie.  She advised me that SHE personally refunded my Rushcard on 10/10/15 in the amount of $245.80 and she double-checked and the refund was ACCEPTED by Rushcard.  Rushcard NEVER added the money back into my account.  The problem is with Rushcard, NOT [redacted].   I have continued to call Rushcard, and email Rushcard EVERY DAY, MULTIPLE TIMES A DAY, since October 11, 2015.  I cannot reach a person....PERIOD.    I think I have been MORE than patient with Rushcard and am hoping that You, Revdex.com, can get through to them to get this corrected!  I appreciate all that you are doing and look forward to hearing from you soon! Thank You!! [redacted]Complaint# [redacted]  Submitted on 10/29/2015

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. 
Thank you so much for your assistance, I appreciated it so much.
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

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.

Better Busines* Bureau:
I have reviewed the response made by the busines* in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
As of today 8/11/15, my complaint ha* been satisfied. The $30 fee ha* been reversed. I still however feel that Rush Card need* to have better business practices when it comes to the consumer. I will be closing my account once I withdraw my last funds from this account. Thank you for your assistance.
 
Regards, 
 
[redacted]

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

Revdex.com:
The Rush Card company seemed to have sat on my paperwork even though it was verified and accepted.But My delay became an issue due to the weekend then a holiday.They told me 1-3 days(IT was actually business days  not regular days) for a hold to be released after verification. Second day they had no information. The 3rd day no deposit so I called and they said that it would be release by the end of the day.So far so good.MY FUNDS ARE THERE NOW.Problem is until I called, I don't think they were in a hurry to release them.
 
So to let you know and everyone else know My taxes were deposited and put on hold 2/14/2014..and released today 2/20/2014.It took longer due to holiday and the weekend. Everyone with concerns stay on them  because things can be over looked.

May 10, 2016
none;"> VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:       Consumer:                   [redacted]             Complaint number:     [redacted]             Complaint date:          May 10, 2016                         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.  [redacted] complaint contends that she has not been emailed or received any contacted from Rushcard regarding her dispute rebuttal. [redacted] is also requesting that her $806 be refunded to her.   On May 06, 2016 [redacted] contacted Rushcard customer service and spoke to a representative regarding her denied dispute. [redacted] was advised that she could file a rebuttal dispute. On May 10, 2016, RushCard received [redacted] rebuttal letter for the dispute. The letter was forwarded to our dispute department for review. On May 10, 2016 a RushCard corporate customer service specialist contacted [redacted] to advise her of this information and the rebuttal timeframe of 45-90 days. We appreciate [redacted] feedback. Our goal is to provide financial convenience and security supported by reliable customer service.  RushCard, Corporate Customer Service

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

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. 
this has been past the 45 days and im not going continue to except this answer especpcially when the merchant gave me confirmation and verification through fax that my money was refunded back to rush card dispute team on may 18th. ive spoken with a supervisor today at rushcard who stated that he dosent understand what the hold up is and asked me to fax over the paper that [redacted] sent me. I faxed it over to rushcard this morning with all the notes on there that was provided to me and the direct contact person ive spoken to. now someone needs to contact these people and find out where my money is. .I am not going keep excepting this 45 day answer anymore. its always someone thats highter than you and I will go over whoever head I need to. this is going on 2 months now and no one has any answers for me ever. just what is it that the dispute team is doing? cause clearly there not doingthere job very well. I will seek legal action if I have to.
Regards,
[redacted]

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]
March 11, 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.
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 federal tax refund deposit for Ms. [redacted] on 2/27/2014
with an effective date of 2/27/2014. We requested additional documentation to
validate her account and the tax refunds. The validation process must be
completed prior to any funds being released. We acknowledge the delay in
posting the deposit, typically there’s a 2-3 business day. Upon receiving all
necessary documentation to validate Ms. [redacted]’s account and tax refund our
corporate staff was able to post and release Ms. [redacted]’s tax refund on 3/4/2014.
We sincerely apologize for the delay and any inconvenience it may have 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 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.  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.]
My issue is I never called to file a dispute. I called to find out some steps I could do just in case I wasn't able to contact I tunes. The rep to it upon himself to block the card when I made it very clear that didn't need to happen. 
In regards to me receiving my card. I was never told I had to sign for the card or I would've made it known my name isn't on the machine to buzz people in. My name is on the mailbox. Furthermore I was home all day also spoke to a rep that morning to told me my card wouldn't be getting to me now until 12/29/2014 due to the weather. I didn't find out till yesterday early morning to just make sure it'll be here to just find out it came Friday and I wasn't able to sign for it because I didn't even know it was coming or needed signature. Some of these reps have been rude along with supervisors. Now I've had to come out of money I already don't have to have my money sent to me. Listen to the customers a little more and this wouldn't have happened. I clearly stated my card didn't need to be blocked. Have better communication with you customers. I've read a lot of complaints to see my chance of getting this resolved in a timely manner... From what I can see this is happening way to often. You all should've come up with better solutions for your company by now. 
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.  
I have done all of that already and still have not heard from rush card or recieved my money. I have tried to work with rush card over and over again and I cannot deal with this anymore I will be suing them because this is ridiculous and I'm tired of dealing with them.
Regards,
[redacted]

The Revdex.com
** [redacted]Cincinnati Ohio [redacted]
RE:  [redacted]
June 5, 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.
We completely understand Ms. [redacted]’s concern with the pending
hold of $[redacted] on her RushCard. In most cases the merchant will void the
transaction on their side and this process minimizes that 10 day hold release
process. Since the transaction was over $[redacted] we require a letter
directly from the merchant giving us authorization to release the hold. We have received an email copy of the cancellation which is not documentation that is acceptable. We have also received a word document supplying information on the cancellation. Our
policy in Merchant Hold Release requires a letter to be typed on company
letterhead including Ms. [redacted]’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) for the person sending the letter.
We need to validate with the person sending the letter as we make an outbound
call to the individual giving the authorization. We understand this may be
somewhat of an inconvenience but this is in place to make sure we process the
release and make sure all parties involved customer, merchant and Rushcard are
in agreement the release is valid. We’re showing the authorization is to expire
without any action on 6/8/2014 – if Ms. [redacted] is looking to have it released
prior we will need the information provided as required documentation.
We sincerely apologize for any inconvenience this has caused
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]
CS – Audit/Compliance Analyst

June 16, 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 June 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. 
 
[redacted] complaint contends she experienced activation
issues when she received her RushCard.
 
On June 16, 2015, RushCard has reversed the $3.95 onetime
card fee back to [redacted] account and a bill payment check has been issued
to the address on file. [redacted] will receive the bill payment check within
7-10 business days and her account will remain closed.  
 
We appreciate [redacted] feedback.    
 
[redacted]
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 received 3 phone calls last week and each agent states they are still working to credit my account the $700.00 that has been missing from my Rush Goals since the outage.  The information they are providing stating that I have access to my funds is inaccurate.  I need them to return my $700.00 to my account as soon as possible as this has caused a major hardship with myself and my family.  I have attached a snap shot of my rush goal account that shows a $0.00 balance of the $700.00 that was supposed to be in there.
Regards,
[redacted]

rushcard, (Doesn't deserve capitalization) is definitely the most horrible prepaid debit card company that I have ever in my life did business with. This horrible company win people over with the "get your paycheck 2 days faster" offer, but it is definitely NOT worth it. I've been at the mall shopping and 1,000's of miles away people are online ordering whatever they choose, paying for it with my card information, and these is(rushcard) take 90+ days to investigate and decide if they're going to give me my money back. But they really messed up near the end of last year when they held my paychecks that had been direct deposited my employer as usual. I lost my home, my car, everything except my child and my mind, I lost because of rushcard. I've hired a lawyer and I urge any one that has been through what I've been through to do the same, this company literally ruined my entire life and I'm just getting back on my feet.

The Revdex.com
** [redacted]Cincinnati Ohio [redacted]
RE:  Case [redacted]
February 6,...

2015
 
We received Mr. [redacted]’s complaint regarding his blocked
account and the level of customer service received due to his card being
blocked.  RushCard logs all customer
contact and activity associated with financial cards.
RushCard’s standard operating procedures require that we monitor our
customer accounts for compliance, suspicious activity, account take over, fraudulent
activity and to protect the integrity of RushCard as a business and our
customer accounts.
On 1/8/2015 Mr. [redacted]’s card was
blocked due to possible account take over. Per process and procedure we have asked
Mr. [redacted] to provide us verification documentation (valid State issued ID/Driver’s
License, SS card, proof of address – dated within the last 30 days and release
papers). Mr. [redacted] sent in documents that were forwarded to the Corporate Office
for review. Documents were reviewed and card has been unblocked. We apologize
for the inconvenience that 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 to avoid similar problems for all of our customers.
Regards,
[redacted]Customer Service Specialist