Unirush Financial Services

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

December 22, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  [redacted]             Complaint date:  December 21, 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 gotten the $30.00 for the Refer a Friend program. [redacted] also states there is no information stating it will take longer for the promotion to post, it only says to activate you card with a deposit. [redacted] would like to receive her $30.      After review of [redacted] RushCard account, it was determine that she does not qualify for the Refer a Friend payout. On December 21 & 22 2016, a RushCard corporate customer service specialist attempted contact [redacted] to advise her of this information. A message was left with a callback number.       We appreciate [redacted] feedback.   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. 
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]

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

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

May 23, 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 May 19, 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 RushCard is not posting his direct deposit. [redacted] would like his direct deposit posted on his account.   On May 19, 2016, [redacted] contacted RushCard and spoke to a customer service agent regarding his direct deposit. [redacted] was advised that the deposit had not been received yet.  Per RushCard** Card Holder Agreement, direct deposit can post up to two days early. [redacted] direct deposit posted to his RushCard account on May 19, 2016.  On May 23, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise him of this information.     We appreciate [redacted] feedback. Our customer** access to their funds is a top priority at RushCard and expedited resolution is our goal.

Revdex.com
** [redacted]
[redacted]Re:  [redacted]
September 15, 2014,
We received Ms. [redacted]’s complaint regarding access to...

her
funds and her card recently 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 suspected fraudulent activity, including identity theft,
and block suspicious accounts in order to protect our customers and our
business. While monitoring Ms. [redacted]’s account our Risk team discovered transaction
activity in [redacted], although Rushcard authorizes use of transactions in
[redacted] – ATM transactions are prohibited. Upon reviewing Ms. [redacted]’s account
in detail it was discovered that there were no U.S. transactions being made on
her account. As a result, Ms. [redacted]’s Rushcard was blocked by our Risk team.
We understand this can be an inconvenience and a very frustrating experience.
In cases as Ms. [redacted]’s we would normally need her to submit documentation
validating her identity and proof of residence. After speaking with Risk we
have decided to unblock Ms. [redacted]’s card as a one-time courtesy for 7 calendar
days to allow her to remove the funds from her Rushcard. As stated, ATM
transactions are prohibited in [redacted] so Ms. [redacted] would need to perform a
wire transaction via [redacted]. We have also reversed the $[redacted] inactivity
fee assessed on 9-1-2014.
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

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:
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]

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]

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!

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
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

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

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:
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 finally received a response back front [redacted] today 11/18/16 after being advised by UniRush to do so. Upon their investigation it was found [redacted] did try to send my cash load to RushCard (Unirush) and for whatever reason RushCard DECLINED it! Unirush would not tell [redacted] why and stated for it to be confidential. Not ONCE did Unirush state they did receive and DECLINED it, they said it was NEVER received and that was NOT true. As far as what I'm told [redacted] even tried to send it again today 11/18/16 and RushCard STILL would not accept it! [redacted] had to force the load on my card and appears as a [redacted] credit. I can NOT understand WHY not ONE person of the MANY I spoke to between RushCard and Unirush couldn't tell me what REALLY happened being my cash load declined by RushCard. That is NOT acceptable. 
Regards,
[redacted]

RevDex.com
7
W Seventh St Suite 1600
Cincinnati
OH 45202
 
 
RE:  Case [redacted]
[redacted]
 
June
30, 2015
 
The
check has been sent to the [redacted] for the remaining funds on [redacted]
account, this is why the account is showing a zero balance. [redacted] will
need to speak with the [redacted] at ###-###-#### and provide lead #[redacted] in regards
to the funds.
 
Unfortunately,
I do not have any other information for [redacted], besides that the check
was sent to the [redacted].
 
We
appreciate [redacted] feedback. 
 
 
Regards,
 
[redacted]
Customer
Service Specialist

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]

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