Unirush Financial Services

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
RE:  Case [redacted]
January 24,
2014
 
We received Ms. [redacted]’s rebuttal regarding our response to her
complaint regarding the access of her funds and the level of customer service
received. RushCard logs all customer contact and activity associated with
financial cards.
We understand Ms. [redacted]’s concern with the 45-60 day
investigation period on disputes filed to Bancorp. This timeframe is needed to
conduct a thorough investigation on Bancorp’s end. With Bancorp handling all of
Rushcard’s dispute if Ms. [redacted] would like updates and would like the status
of her filed dispute claim she will need to contact Bancorp. Bancorp will be
able to supply up to date information in regards where they’re at in their
research and investigation. Bancorp’s contact phone number is [redacted].
We appreciate Ms. [redacted]’s feedback and membership with us
here at Rushcard.
Regards,
[redacted]
CS – Audit/Compliance Analyst

RevDex.com
** [redacted]
 
RE:  Case [redacted]
 
October
3, 2014
 
We
received Ms. [redacted]’s complaint regarding the unauthorized transactions and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
 
Per
reviewing calls and the last response, Ms. [redacted] was educated that the
transactions were still in a pending status and not yet settled. Agents advised
Ms. [redacted] to contact the merchant to inform them of the transactions to get
the transactions cancelled prior to it settling on her account. A dispute could not be filed at the
time based on the transactions still pending. Ms. [redacted] was educated on the
dispute process and the provisional credit guidelines. We apologize for Ms.
[redacted]’s frustration and the inconvenience that this may have caused.
 
We
appreciate Ms. [redacted]’s feedback and her membership with us here at RushCard.
 
 
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.   
I have enclosed a picture from my home phone, where I called the customer service line today 10/28/15 2:45p and again cut off 1st time, 2nd time cut off, 3rd time the number said this number can not be reached at this time. Also I have enclosed pictures of my account that show the fees that rush card is still charging me, as well as they have not given me back the $5 declined transaction that went through.  So they are not being honest when saying all customers have to do is call or they are reaching out to them. I have not spoken to anyone. 
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.  
Fix your system so that it reflects true, and accurate information.  Not duplicate charges, refunds that are not posted, but treated as a charge.  OH, and the $20.00 you gave as a courtesy is an insult.  I'm losing days of pay due to not having gas to get where I need to go.  You "diligence" in rectifying the situation sucks.  This is day 3 and it's still all WRONG information, can't log into my account, can't view what I need to view, except for on my phone where it still shows inaccurate information.  You have a ways to go before this client is satisfied.  I want my money back.  It may not be much, but it's more than $20.00, and considering the loss of pay ($32.75/hr as a teacher if you were to break it down), it's a [redacted] of a lot more than your attempt to bribe me with $20.0..
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  My issue will be resolved when I know when my return was sent back to the [redacted] because now checking the card it says funds available $0.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Vanessa Coleman

August
20, 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 June 25, 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
states that her card is closed and she does not have access to the funds that
were credited to her account by [redacted] Mobile.
Per response, on June 16, 2015, [redacted]’ RushCard account was permanently closed in
accordance to RushCard terms and conditions. 
[redacted] was refunded by [redacted] Mobile for $38.80 on 6/25/2015. On
June 29, 2015 a $500.00 provisional credit was reversed from [redacted]
account for a dispute that was filed as an ATM non-dispense. The reversal of
this credit caused the account to go into a negative. The outcome of the error
allegation, ATM non-dispense, dispute has been final and [redacted]’ received
a letter in the mail regarding the outcome of the dispute.
 
On July 1, 2015 a RushCard Customer Service Specialist contacted [redacted]
[redacted] and advised her of this information. On July 6, 2015 another RushCard
Customer Service Specialist attempted to contact [redacted] with no answer.
Voicemails were left at each phone number on the RushCard account. On August
20, 2015 a RushCard Customer Service Specialist spoke to [redacted] and
advised her of the rebuttal 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.
 
Tyree T.
Corporate Customer Service

They still have not issued me my full direct deposit payment. They keep giving run around say that it is in dispute. They still owe me $106 plus all my late fees I have inquired because of there neglegence. If it was still in dispute then why did I receive some of the money. I am tiers of dealing with these people who are rude and do not know what they are doing. Every time I call I get a different answer. Thank you 
                      [redacted]

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 August 3, 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 states that she was
overcharged for fees on her RushCard account. [redacted] also stated that she
should be refunded back the fees.
 
On July 31, 2015, [redacted] activated her RushCard by
loading a $30 cash load to the account. Per RushCard’s Cardholder Agreement the
$9.95 onetime card fee is based on the plastic design requested by [redacted]
and is deducted when funds are first loaded to the account. [redacted] also
signed up via website for the $7.95 Rush Unlimited Plan which is accessed on
the first of every month. On August 1, 2015, [redacted] contacted RushCard
Customer Service and was advised the fees are working effectively. On August
10, 2015, a RushCard Customer Service Specialist attempted to contact [redacted]
[redacted] to advise that she was charged the correct plan fees. On August 12,
2015, as a onetime courtesy, RushCard waived the $9.95 Onetime Card Fee back to
[redacted] account.
 
We appreciate [redacted]’* feedback. Our goal is to provide
financial convenience supported by reliable customer service.  
 
Tyree T.
Corporate Customer Service

May 19, 2016
New Roman', serif;">VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth St Suite 600 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 May 18, 2016. 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 states that RushCard closed her account without notice. [redacted] is also requesting for her funds as soon as possible. On May 13, 2016, [redacted] RushCard account is permanently closed in accordance with RushCard Risk procedure. [redacted] was advised a bill payment for the remaining balance was issued to the address on the account. [redacted] will receive the bill payment within 7-10 business days. We appreciate [redacted] feedback. Tyree T. RushCard Corporate Customer Service

August 15, 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 15, 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 his RushCard is blocked and he can’t use his card. [redacted] also states his not able to get in touch with anyone to get his money. He would like to get his funds of $680.00.       On August 12, 2016, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account. On August 12, 2016, a Corporate Risk Analyst attempted to contact [redacted] and a text message was sent to the mobile number on the account to verify the most resent transaction.  On August 15, 2016, a RushCard corporate customer service specialist contacted [redacted] and explained why the card was blocked and verified the transaction. [redacted] card was unblocked and he now has access to his funds.      We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service.    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.]
Per their terms and conditions the most I could be liable for is $** so I need my money less $** and [redacted] policy still states that provisional credit has to be issued within 5 buisness days of a compromised card and I have filed a complaint with the appropriate organizations and next step is a lawsuit against Unirush and [redacted] for their illegal practices  
Regards,
[redacted]

Revdex.com:
The first thing I noticed was my name was wrong. I am not [redacted], my name is [redacted]. I have attached the email conversation that I have had with Rush Card. It clearly shows that I have been charged since August. Explain to me how I can be refunded one month, but not the others. It was the exact same company that made the withdraws out of my account. Mind you I have had several different Rush Cards because I was told the my account had been compromised. I was not credited every month for the withdrawals, why? I was not refunded the expedited Rush Card. I received a phone call from a Rush Card representative who was not clear about my issue and told me I was not going to be refunded my money because the withdrawals were authorized by my account. Explain to me how that happened when I had a new Rush Card? I have complained about this issue since August. Now that I have contacted the Revdex.com, it seems as if I'm finally getting a response. But it's not good enough. I want all of the funds that were deducted, not just 1 or 2 months.
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]

Revdex.com
** [redacted]
[redacted]RE:  Case [redacted]
April 8, 2014
We received [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.
With the information provided we have had a difficult time
locating [redacted] in our system. If [redacted] can supply us more
information to locate his that would be greatly appreciated. If he has a online
account with us what is his login name? If he can supply us the address we have
on file for his- the address showing through Revdex.com is not pulling her
information.
We appreciate [redacted] patience during this matter. We
would like to assist him here at corporate but need more information.
Regards,
[redacted]CS – Audit/Compliance Analyst

January 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]...

[redacted]                          Complaint number:  [redacted]             Complaint date:  January 24, 2016                         To Whom It May Concern:   This letter is in response to the consumer complaint 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 states that she is missing $200.00 from her RushCard account. [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue.   On January 24, 2016, [redacted] attempted to process a $200.00 card to card transfer from her Rush Goals account to her RushCard. The card to card transferred failed and the funds were deducted from [redacted] Rush Goals account. On January 26, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush Goals account.     We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        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.  
[redacted]
I am still not able to get a hold of customer service they hang up

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 information has already given this information on two occasions and they have still not resolved this issue. I have also spent a considerable amount of time on the phone with them and this problem still hasn't been taken care of.
Regards,
[redacted]

December
8, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:      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 November 30, 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.  On
November 19, 2015, [redacted] filed an unauthorized transaction dispute regarding
a $63.16 charge from [redacted] that was made on her account.  On November 25, 2015, the RushCard dispute
team received a signed unauthorized transaction dispute form from [redacted]. The
dispute process can take up to 45 to 90 days to investigate the claim. [redacted]’s
unauthorized transaction dispute was denied due to no error occurred. If [redacted] does not agree with the outcome of the dispute a rebuttal letter can be
sent in 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]’s
feedback and sincerely apologize for the substandard customer service she
received when contacting RushCard Customer Service. Our goal is to provide
financial convenience supported by reliable customer service.  Corporate Customer
Service

I'm being told from the company that I have to send documents. I have been sending my documents but, they are not being "found" on my account. If that so, why am I receiving ticket numbers? After this conversation with an agent. Now I'm receiving emails saying that my  documents are not being sent. I had never received these messages before. 
Honestly I want to cut all ties with the company because the company has not properly guided me into unblocking my card. Ive been with the company for many years and never had problems like this. The major problem for me is I'm speaking to multiple representatives that don't take proper notes and are telling me different information. Like today, July 16th, I've been sending my documents but receiving error messages. I was told today that I had to put a user number on the email. Why was I not told that from the very beginning? And while on the phone I was hung up on. Its unfair and disgusting how I've been treated though this ordeal.

On June 17th,2016. [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted], posted June 17th, 2016. [redacted] hung up the phone before the dispute agent was able to gather any additional information. UniRush blocked the compromised card and issued a replacement card and sent it to the address on file. [redacted] called a few minutes later and spoke with a different agent. Agent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account.
 
On June 27th, 2016, UniRush used its resources via [redacted] to file a chargeback. On July 10th, 2016, UniRush concluded no error occurred. Merchant provided documents showing merchandise was delivered at [redacted] address, [redacted]. Also, [redacted] had made four payments to the merchant in the past.
 
We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
 
Regards,
 
RushCard Corporate Customer Service