Unirush Financial Services

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

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]

October 31, 2015VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted]...

[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 October 30, 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 blocked her account.  [redacted] would like for the card status to be reinstated and to have full access to her funds. On October 14, 2016, [redacted] RushCard account ending in 9401 was blocked for credit without and offsetting debit review and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On October 14, 2016, [redacted] begin to submit documentation. On October 31, 2016, a risk representative reviewed the documents and were accepted as valid. A RushCard Customer Service Specialist contacted [redacted] and advised of this information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal.Regards, Corporate Customer Service