Unirush Financial Services

October 24, 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: October 23, 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 she has not received her replacement card and now her current card is not active. [redacted] also states she reached out on social media and was told to contact RushCard Customer Service. She states she has been given the run around and needs to have access to her funds when her deposit post the week of October 24, 2016.   On October 24, 2016, [redacted] contacted RushCard Customer Service and spoke to a representative that advised her that the initial replacement card was returned. [redacted] address was updated and, an expedited card was sent. On October 24, 2016, a RushCard corporate customer service specialist contacted [redacted], and she apologized stating she jumped the gun filing the Revdex.com. She was satisfied with the replacement card being expedited.  RushCard considers this issue resolved.     We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service.    RushCard,   Corporate Customer Service

RevDex.com
7
W Seventh St Suite 1600
Cincinnati
Ohio 45202
0.0001pt;">RE:  Case [redacted]
January 16, 2014
 
We
received Mr. [redacted]’s complaint regarding the access to his funds and the level
of customer service received.  RushCard
logs all customer contact and activity associated with financial cards.
First
and foremost I’d like to sincerely apologize on behalf of Rushcard on the level
customer service Mr. [redacted] received. This goes against part of our company’s
mission to address our customer concerns with understanding and
professionalism. In regards to the card to card transfer of $36.00
systematically the funds transferred to an expired card because the account is
still active it’s not closed or blocked. A replacement card or renewal is sent
out and once activated the funds transferred are available. We apologize for
any inconvenience and frustration this may have caused. As a courtesy we reversed
the card to card transfer and applied the $36.00 back to the originating
account.
We
appreciate Mr. [redacted]’s feedback and appreciate him as a member of the Rushcard
family. These type of issues go directly against our mission of access and
inclusion for all our members and we look to be clearer to avoid similar
problems in the future.
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.  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]

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

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:  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

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.   
I just want my money they told me this matter would be resolved in 10 business days an its been longer .now they say 45 to 60 days that's not right.
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. 
This still does not solve my situation. I had late fees assessed and my account balance email was incorrect.  If the system is so called up and running then why there is consumers still having issues going on the third week  A fee holiday does not and will not resolve the issue. 
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 money has not been transferred. The check was suppose to be mailed since March 9th still have not received my check. 
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.  For your reference, details of the offer I reviewed appear below.
 RushCard issued two supplementary courtesy credits of $261.72 per credit, to recompense [redacted]’ for the unusual account fluctuations and inconvenience caused by the service interruption. Attached to the complaint response is the two direct deposits that were posted [redacted] RushCard account.... This was copied directly from the response and I will re-attach the same file they attached... It still shows no deposits of $261.72 but the direct deposits from my employer that are high-lighted.  They state, yet again, that they issued two credits to recompense the unusual account fluctuations and I still haven't received one... I will also attach a copy of my statements from October as well as Novemeber so far to prove that nosuch credit has been 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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com
** [redacted]Cincinnati, Ohio [redacted]
RE:  Case [redacted]
April 8, 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 provide this information on our site and I’ve supplied the link below
for you to view. We show we received a federal tax refund deposit for Mr.
[redacted] on 4/1/2014 with an effective date of 4/3/2014. We requested additional
documentation to validate Mr. [redacted] identity and proof of address – upon receiving
the necessary documentation we were able to post Mr. [redacted]’ deposit to his account
on the effective date of 4/3/2014.
We appreciate Mr. [redacted]’ feedback and sincerely apologize
for any inconvenience this may have caused. I’ve supplied the link (https://www.rushcard.com/taxtime#)
to our site explaining our tax related deposit procedures as it relates to
additional documentation needed to post tax refund deposits. Hope this clears
up any confusion and frustration this may have caused Mr. [redacted].
Regards,
[redacted]
CS – Audit/Compliance Analyst

[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 was satisfactory to me because I was refunded the $[redacted] fee. What I don't agree with is the fact that in the company response, the rep said they have no record of me contacting them to change my plan to pay as you go. That is far from the truth. I changed my plan online 4 weeks ago, and when I seen I was charged the monthly fee I contacted Rushcard twice via telephone (in which the customer service agent hung up on me when I asked to speak with a supervisor) and twice via email... I emailed customer service department and corporate.  
Regards,
[redacted]

Revdex.com,
I sent the rush card people and copied of my duke engery bill for the proof of address as they requested. I still feel that this has cause me an great inconvenience when they canceled my card for no apparent reason and to not handle themselves properly.

May 10, 2016
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 May 2, 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. 
 
As previously stated, we have researched and have been unsuccessful in finding the application showing [redacted] referral code. Unfortunately, without the referral code we're unable to process a refer a friend credit. [redacted] contacted our customer service on April 30, 2016 to close his account. We have issued a check for the remaining funds on his account.
 
We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service
Regards, Corporate Customer Service

April
11, 2016
normal;">
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 7,
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 two $500.00 GreenDot
cash loads onto her RushCard account on March 31, 2016. [redacted] states that the cash load was not
credited to her Rushcard account.  [redacted]
would like for the cash loads to be credited to her RushCard account.
On
April 1, 2016, [redacted] contacted RushCard customer service and advised
that the two $500.00 [redacted] cash loads did not post to her RushCard account. Our records show that on March 31, 2016 and
April 8, 2016 two [redacted] cash loads were credited to [redacted] account
in the total amount of $1,000.  On April
11, 2016 a corporate customer service specialist attempted to contact [redacted]
to provide the account information.
   
We
appreciate [redacted] feedback and sincerely apologize for the inconvenience
this has caused.   
Regards,
RushCard
Corporate Customer Service

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]

May 24, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  Revdex.com [redacted]             Complaint date:  May 20, 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] contends that her RushCard account had a balance of $488. 11 on 5/19/2016, and that balance was missing from her account on 5/20/2016.  [redacted] is requesting that her missing funds be put back on her account.   On May 20, 2016, [redacted] contacted RushCard and spoke to a customer service agent. She was advised that a double pending transaction from a merchant for $164.37 was showing on her RushCard account. Our records indicate that the funds were released on May 20, 2016 back to [redacted] account.  On May 24, 2016, a RushCard corporate customer service specialist contacted [redacted] to advise her of this information.   We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her.        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.  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.] I would like for rushcard to unblock my card or refund me my $[redacted] immediately because that money has nothing to do with any third party its my money which I paid to have loaded onto the rushcard and it  has nothing to do with the refund from the store. The refund in question that happened in December 2014 and  the funds that are on the card account right now have nothing to do with each other. $[redacted] was loaded on the card at [redacted] pharmacy on February 9, 2015 to pay a bill and I was not aware of my card being blocked where I didn't have access to my hard working money because it had been so long sense that refund in the amount $[redacted] was credited to the card. I paid cash money in the amount of $[redacted] to the store and when I went to get a refund on some Christmas gifts the store I chose to stop at didn't give that much cash, so the CSM stated if I had any type of debit card for them to credit it to so I gave them my debit rush card to credit the money to and after they credited the money I took some off and I also swiped the card for some other transactions back in December 2014, the $[redacted] was gone before Christmas and the $[redacted] has nothing to do with the $[redacted].Why is it so hard to give me back my money for $[redacted] or unblock my card so that I may use MY MONEY!! IT'S NOT RIGHT AT ALL. I HAVE ALSO SPENT MONEY FAXING THE DOCUMENTS THEY REQUESTED SEVERAL TIMES AND THE LAST TIME I UPLOADED IT ONLINE. I WAS ALSO INFORMED THAT CORPORATE RECEIVED IT ON FEBRUARY 19, 2015 and it is very legible so ibwould appreciate it if they resolve the matter immediately. 
Regards,[redacted]