Unirush Financial Services

October 22, 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 September 11, 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 the
rebuttal [redacted] sent on October 13, 2015 stating he still has not gotten
the difference in his balance owed of $142.  On October 22, 2015 a Corporate Customer Service
Specialist contacted [redacted] to advise him his express cash in the amount of
$109.17 was sent and provided [redacted] with the details to pick up his funds.
  
We
apologize for the delay in resolving [redacted] concern. 
We appreciate [redacted] situation
and understand the stress identity theft can cause. 
Sincerely,
Kathy R.
Corporate Customer Service

July 12, 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:  July 6, 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 her pre authorization holds totaling $129.96 are being held by RushCard even though the merchant has faxed over the letter RushCard requested to release the hold. [redacted] is requesting her funds be released back to her RushCard account as soon as possible.
 
On July 6, 2016 [redacted] contacted RushCard regarding her merchant hold release. She spoke to a corporate customer service specialist. The specialist was able to confirm with the merchant that the hold could be released. The funds were released back to [redacted] account and she was satisfied with the resolution. RushCard considers this issue resolved.   
 
 
We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.  
 
 
Regards,
 
RushCard Corporate Customer Service

June 23, 2016
 
VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 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 # [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] requested for complaint #[redacted] to be reopened on June 8, 2016.  [redacted] states that she received a letter from UniRush LLC (RushCard) on June 7, 2016. In her complaint, [redacted] indicates that the letter does not clearly state why her rebuttal was denied, and she is unclear as to how the document she received with the letter pertains to her dispute rebuttal denial.
 
[redacted] dispute was denied due to no error occurring. This was determined based on the fact that [redacted] RushCard was never out of her possession and the PIN on the account was never reset. The document [redacted] received with the letter dated May 24, 2016 shows that a new card was issued on April 14, 2016 and the PIN was changed on the account on April 25, 2016. No new cards were issued and no PIN changes were made prior to the disputed transactions.
 
Due to the confusion indicated by [redacted] regarding the rebuttal denial letter, UniRush, LLC has taken it upon ourselves to restructure this letter in a more customer friendly manner.
 
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

The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE:  [redacted]
June 30, 2014
We received Mr....

[redacted]’s complaint regarding the level of
customer service received and the availability of his funds.  RushCard logs all customer contact and
activity associated with financial cards.
We show Mr. [redacted] attempted to utilize his Rushcard through
[redacted] for $325.00 on 6/25/2014 as process Rushcard places a hold on all
preauthorized transactions – the hold is in place to allow the merchant to
claim the funds. Our system recognized Mr. [redacted]’s transaction and placed the
$325.00 on hold. On 6/26/2014 we show the transaction and hold was voided on
the [redacted]’s side and the funds were released back into Mr. [redacted]’s
account. (See below)
[redacted]


[redacted]


06/26/14 03:31 PM


[redacted]


$0.00


$1.00


[redacted]


[redacted]


06/26/14 03:31 PM


[redacted]


$0.00


$325.00


[redacted]
[redacted]




06/25/14 11:51 PM


[redacted]


$1.00


[redacted]
[redacted]




06/25/14 11:51 PM
[redacted]




$325.00


We appreciate Mr. [redacted]’s feedback and appreciate Mr.
[redacted] as a member with us here at Rushcard. We apologize for any confusion and
inconvenience this may have caused him and consider this issue resolved.
Regards,
[redacted]
CS – Audit/Compliance Analyst

The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
 
RE:  [redacted]...

[redacted]
March 10, 2015
We received [redacted] 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 [redacted] concern with the pending
holds on her RushCard. As stated in our cardholder agreement, in most cases the
merchant will void the transactions on their side and this process minimizes
that 10 day hold release process. The transactions that are pending on [redacted]
account are related to a car rental and these types of transactions can take up
to 60 days to be released. Since the transactions was over $100.00 we require a
letter directly from the merchant stating the holds are okay to be released.
Our policy in Merchant Hold Release requires a letter to be typed on company
letterhead including [redacted] 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.
On 2/26/2015 we received one letter indicating to release one hold for $119.00.
In addition on 3/5/2015 we received another letter indicating to release the
remaining two transactions of $119.00. We show that all three holds placed on
the card has been reversed and credited back to [redacted] account on 3/9/2015 per
our Merchant Hold Release policy.
We sincerely apologize for any inconvenience this has caused
[redacted]  and appreciate her 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
** [redacted]
RE:  Case [redacted]
Cincinnati, Ohio 45202
September 1, 2014
We received Ms. [redacted] rebuttal regarding her
complaint of not having access to her funds and the level of customer service
received.  RushCard logs all customer
contact and activity associated with financial cards.
As it relates to her replacement card ordered in July we
show Rushcard requested the card correctly and according to process – we apologize
she hadn’t received the initial card but according to our records we followed
procedure in getting the card delivered. Ms. [redacted] contacted our office to state
she hadn’t received the initial replacement card and that card was blocked on
8-2-2014. We show this card was activated on 8-9-2014. We understand some times
our cards can sometimes be mistaken for “junk mail” as the envelope is very
inconspicuous in appearance. Because of the inconvenience this caused as a one-time
courtesy Rushcard will apply a $[redacted] courtesy credit to Ms. [redacted] for the
frustrations and inconvenience she experienced.
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
7 W
Seventh St Suite 1600
Cincinnati
Ohio 45202
 
RE:  Case [redacted]
April 1,2015
 
We
received [redacted] complaint regarding the outcome of her dispute and the level
of customer service received.  RushCard
logs all customer contact and activity associated with financial cards.
 
Per response, all
RushCard disputes are handled through our dedicated dispute team. After investigating
the dispute [redacted] claim was denied due to no pin failed attempts with the merchant,
therefore no error was found. We understand [redacted] concern with the outcome
of her dispute and we are unable to credit the account. [redacted] will receive a
letter explaining the denial and can file a dispute for the outcome of the
claim by following the instructions on the letter received. We sincerely
apologize for any inconvenience this has caused.
 
We
appreciate [redacted] 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. 
I have attached both transation list for both cards listed card [redacted] and [redacted]. Both showing the 454.88 listed to and from. Also attached proof that the receiving card did receive and was marked available 454.88 being available prior to your glitch. When the system came back up it was listed at 0. Please place my money back on my card. There was no failed transition I have included documents proving that the transfer went through and posted and verified available bal inquiry on card [redacted] was included. There never was a failed transition. 
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 am still locked out of my accounts and still can not get threw to any of rush card numbers
 
Regards,
[redacted]

this has been by far the worst experience I ever had.. being member since 11/2004 I have to say [redacted] this company... On 11/10/16 while in the hospital, I recvd an email stating there was an unauthorized transaction in the amount of 953.99 from best buy online.. I immediately called Rushcard to cancel the card, which they did.. till this day.. 11/16/16 no money in my account... THIS IS CRAZY.. I have taken off from work 2 days trying to be on top of this and getting my money back in my account asap...I want to be compensated 2 days of work plus the 953.99.. If I have to go higher up... I will..
I have a newborn baby at home and its embarrassing that I have to ask people for money to feed my kids!

June 1, 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 26, 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 her card was blocked for over 6 weeks, and she has been contacting RushCard daily and being told that her concern is being escalated to the corporate office. She also states she was told several times that it takes 1 to 2 business days for a response. [redacted] states she takes medication and wants her card unblocked immediately so that she can gain access to her funds.         On April 27, 2016, [redacted] RushCard card was blocked due to a card to card transfer dispute.  On June 1, 2016, the dispute claim was canceled and [redacted] card was unblocked. On June 1, 2016 a RushCard corporate service specialist attempted to contact [redacted] to advise her of this information.   We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard.     Regards,   RushCard Corporate Customer Service

August 17, 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 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 she was initially told to send in documents for verification to get her RushCard unblocked. [redacted] states she was also told it would be resolved in 1-2 business days. [redacted] would like her funds released and a check or money order issued to her.         On July 28 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditions. On August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this information. On August 12, 2016 per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this information. In addition, [redacted] was advised we did not have a date for when her funds would be unfrozen.  [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblocked. We sincerely apologize for the misinformation.   We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.      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.  The response sent to my email just now is a duplicate from the previous message today along with the attachments that I sent. Since everyone thinks that this is a joking matter, I will be pursuing this matter to a higher authority. 
Regards,
[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 3, 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.
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
2/20/2014 with an effective date of 2/21/2014. We requested additional
documentation to validate her account and the tax refunds. The validation
process must be completed prior to any funds being released. As of today
3/3/2014 we have not received necessary documentation to release the funds to
Ms. [redacted]’s account. It has been requested that the tax refund be sent back
to the IRS per Ms. [redacted], this is a 3-5 business day turnaround. Our
corporate staff will return the deposit back to the remitter.
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.  How many times I need to submit proof?  Its be sent 3 times already,  the proof will always be the same, are you going to continue to state it is  not legible.   The way in which my account is being handled is in an unfairly manner.  When I opened he account no identification was needed at that time now that I ask for the account to be closed I'm having so much trouble.  Whats really going on?  If you refuse to close out my account, can you  transfer the funds to [redacted] account who is also an account holder.  This shouldn't be a problem I have made several transfer to this account already with no problem.
Your actions are causing be to suffer financial hardship.   Why would I take so much time and effort to get my funds if I weren't the cardholder,      I need my funds, don;t you think you have had it  long enough.    I have done my part now its your turn to do yours.
I suggest you figure a way to make your online replies and correspondence  not to be so misleading.   When I've requested account to be closed online. the response I receive from customer service rep. is that I needed to verify my address by email and a check would be sent to the address within 7 to 10 days.  Why respond with false information your customer  rely on what you tell them.   
Regards,
[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
March 4, 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 2/21/2014 with an effective date of 2/21/2014.
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 acknowledge the delay in posting the deposit, typically there’s a
2-3 business day turnaround. Upon receiving all necessary documentation on
2/21/2014 to validate Ms. [redacted]’s account and tax refund our corporate staff
was able to post and release Ms. [redacted]’s tax refund on 2/26/2014. 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.   I am not satisfied with their resolution. I have yet to hear back from them regarding my issues and $20 will not cover the fact that I couldn't pay my bills on time because they kept declining my card even though I have more than enough money to cover the bills I was trying to pay.  This is poor customer service at it's best. I would also like my $30 refunded to me for the rush of a card and I would like for them top cover my late fees. 
Regards,
[redacted]

Revdex.com
** [redacted]Cincinnati Ohio 45202
Re:  [redacted]
June 6, 2014
We received Ms. [redacted]’s complaint...

regarding the status of
her account. We understand Ms. [redacted] requested
her account with Rushcard be closed - this request was honored on 5/20/2014. Rush
Card’s policy and procedure as it relates to closing an account due to
customer’s request is to block transactions from being authorized and any
remaining balance be sent to the customer, however deposits can still post to
accounts. Rushcard allows deposits on blocked/closed accounts for account
reconciliation purposes. In the case of [redacted]’s account, there was a direct
deposit that posted to her account on 5/27/2014. We reversed all fees that were
charged to Ms. [redacted]’s account for the months of May and June and returned
the deposit back to the remitter on 6/4/2014. The turnaround time from the time
a direct deposit is returned is 3-5 business days.
As a financial institution we are unable to purge any of our
former or current cardholder’s information from our system as we keep this data
for record keeping purposes.  I would like to assure her that all necessary measures have been put in place to make sure her account with Rushcard is no longer active with us
Ms. [redacted]’s feedback has been noted and we’ll continue to
improve our delivery of our process and procedures as it relates to our
cardholder’s account statuses.  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

The business has resolved my complaint.
Thank you Revdex.com !
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]

December 29, 2015
none;"> VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re:      Consumer:                  [redacted]             Complaint number:    [redacted]             Complaint date:          December 28, 2015                         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.  RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion.  The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders.  In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect.  In addition, a small subset of cardholders were locked out of their accounts.  These problems dramatically increased traffic to the call center.  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.  We worked around the clock to resolve these proble[redacted]  At this time, our system is up and running and cardholders have access to their funds and account information. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly.  In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016.  For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy.  At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. [redacted] complaint states she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account.  On December 13, 2015, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on December 19, 2015 and was advised that her previous card encountered an error with processing the expedited replacement card. Due to conversion related system errors, a new RushCard could not be generated for [redacted]. On December 23, 2015, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On December 29, 2015, due to the conversion RushCard expedited [redacted] a replacement card and transferred the funds to her new account ending in [redacted] will receive her expedited card within 1 to 2 business days. Additionally, a $25.00 courtesy credit was issued to [redacted] account.  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 Corporate Customer Service