Complaints

This profile includes complaints for Unirush Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Unirush Financial Services

  4701 Creek Rd Ste, 200 Blue Ash, OH 45242-8398

• 

  Unirush Financial Services

  PO Box 62964 Cincinnati, OH 45262-0964

• 

  Unirush Financial Services

  535 5th Ave, 3rd Floor New York, NY 10017

• 

  Unirush Financial Services

  PO Box 5017 Sioux Falls, SD 57108

• 

  Rapid PayCard

  5300 W Cypress St STE 150 Tampa, FL 33607

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ***** **** had a "RUSH" debit card. She had this debit card for a number of years and was always able to renew the card without issue. Her debit card expired in May or June of this years. She contacted the company for a new card shortly after expiration. To date she has not received the new card and is unable to access her account. While I do not have the exact date, a letter from the facility where she resides (*********** ********** ******) was sent to RUSH card verifying that she is a resident there and providing her SS#. Her pin for her account is ****. She wishes to receive a new card immediately. The card should be sent to her at the address at the *********** ****** Care Center) provided in this complaint.
  
  I am **** ******* *****************. My phone number and e-mail address are what is listed in the complaint, as **** **** doesn't have an email address or phone number. However, you may be able to reach her through the business office at ***********, ###-###-####.
  
  I am the person who is contacted if **** **** has any kind of issue at this facility. I am not her Power of Attorney as she does not have one. I am her Health Care Representative and a very close personal friend. I hope this is adequate information to proceed with this complaint. Please feel free to contact me at ###-###-#### or ******************* should you require additional information.

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  
  VIA
  ONLINE SUBMISSION:
  Better
  Business Bureau
  1 E. 4th STE. 600
  Cincinnati Ohio 45202
  
  Re:      Consumer:  ***** ****
                          Complaint number: ********
  
  
  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. 
  
  It appears this complaint is filed by a third
  party that is not *** **** therefore, RushCard cannot provide detailed
  information to third-parties regarding another cardholder’s account. The RushCard
  cardholder who the account belongs to will need to file the complaint for
  further research.
  
  
  We appreciate the feedback.   
  
  
  Regards,
  
  RushCard Corporate Customer Service
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally called rushcard about my bill payment that I did on May 10th for 3600.00 to my mortgage company. When they received the payment they sent it back to me. They didn't want to accept my payment. So I held on to my check. I then tried to deposit the check in my bank account so that I could make a payment, my bank said the check was expired. I didn't know it had an expiration date on it. So on August 30th I contacted rush to get my money back via phone and email. They said they would have to escalate it and I should recieve my funds in 5-7 business days and still today I have yet to have received anything. Each time I call they tell me they tell me they will send a follow-up and nothing has happened. I need my money asap as I have payments I have to make. I am truely disappointed in this process. I can't even speak to anyone in the escalation department.

  Business Response

  Date: 09/15/2022

  September
  15, 2022
  
  VIA ONLINE SUBMISSION:
  Better Business Bureau®
  1 E 4th, STE
  600
  Cincinnati Ohio 45202
  
  Re: Case #: ********
                 
          Consumer: ***** *******
  
  
  To Whom It May Concern:
  
  
  This letter is in response to the consumer complaint
  referenced above.  RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and
  resources. 
  
  ***** ********* complaint states on May 10, 2022, she
  contacted RushCard regarding a bill payment in the amount of $3,600.00 to her
  mortgage company. *** ******* further states the payment was not accepted and
  was sent back to her. *** ******* also states she attempted to deposit the
  check to her bank account but the check was expired. *** ******* states on
  August 30, 2022, she contacted RushCard to receive the funds back and was
  advised it will take 5 to 7 business days.  *** ******* states she has not yet to receive her funds and is
  requesting for access to her funds.
  
  
  RushCard records indicate on May 10, 2022, *** *******
  processed a bill payment transaction in the amount of $3,600.00 to ********
  loan Servicing. On August 30, 2022, *** ******* contacted customer service to
  advise she was unable to cash the bill payment due to being expired and requested
  a stop payment. *** ******* was advised the issue will be escalated to the Corporate
  Office for stop payment and reversal of the funds. On September 12, 2022, the
  stop payment was placed on the bill payment and reversed back to the account. The
  funds have since then been depleted via ATM transactions.
  
  
  We appreciate *** ********* feedback. Our goal is to
  provide financial convenience supported by reliable customer service. 
  
  
  Regards,
  
  RushCard
  Corporate Customer Service

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had recently changed legally from ****** *** to ******** *** August 10 of 2022. I proceeded to get in contact with rush card Aug 18th and let them know that I have changed my name and see what kind of documents they needed to get my name changed on my account. I had sent them via email what they asked for. I called 1-2 business days to see if they had updated my name on my account and sure enough they did not and was told 1-2 business days. This has gone on for 15 business days. I've asked for corporate to call me through their customer support hotline and they've never have.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  VIA ONLINE SUBMISSION:
  Better Business Bureau
  1 E. Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  
  Re:                  Consumer:  ****** ***/******** ***
  Complaint number: ********
  
  To Whom It May Concern:
  
  This letter is in
  response to the consumer complaint number referenced above. RushCard prepaid
  debit card program takes customer complaints seriously and strives to provide
  quality customer service while dutifully protecting customer identities and
  resources.
  
  *** ***** complaint states on August 10, 2022, she
  legally changed her name from ****** *** to ******** ***. *** *** further
  states on August 18, 2022, she proceeded to contact RushCard to advise the type
  of documentation that is needed for the name change on her account and she sent
  an email of what RushCard requested. *** *** also states it has been 15
  business days and her name has not yet been updated on her account. *** *** is
  requesting for a name change on her account.
  
  Per
  Cardholder Agreement: We may ask to see a copy of a Government Issued ID or
  other documents at any time. We may limit the ability to use the Card or
  certain Card features until we have been able to successfully verify the
  cardholder’s identity.
  
  RushCard
  records indicate on August 15, 2022, *** *** contacted RushCard customer
  service to request a name change on her account. *** *** was advised documentation
  is needed to be provided. In accordance with our internal policies and
  procedures aimed at protecting cardholder funds from unauthorized third-party
  access, RushCard requires valid copies of *** ***** Social Security Card,
  government issued identification and legal name change documentation. The
  documents RushCard received were incomplete and *** *** was advised of what
  documents are acceptable. *** *** need to provide a valid government issued ID
  with the updated name. Once RushCard receives an acceptable government issued
  ID, the name will be updated on her account.  
  
  We appreciate *** ***** feedback.
  
  Regards,
  RushCard Corporate Customer
  Service

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,

  
  
  
  ******** ***

   

  I was told by customer service on multiple times that the documents that I sent were approved. There has been a name change but I have made that change with SSI and everything should be good to go. Please advise.

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  VIA ONLINE SUBMISSION:
  Better Business Bureau
  1 E. Fourth Street, Suite 600
  Cincinnati, OH 45202
  
  
  Re:                  Consumer:  ****** ***/******** ***
  Complaint number: ********
  
  To Whom It May Concern:
  
  This letter is in
  response to the consumer complaint number referenced above. RushCard prepaid
  debit card program takes customer complaints seriously and strives to provide
  quality customer service while dutifully protecting customer identities and
  resources.
  
  *** ***** complaint states on August 10, 2022, she
  legally changed her name from ****** *** to ******** ***. *** *** further
  states on August 18, 2022, she proceeded to contact RushCard to advise the type
  of documentation that is needed for the name change on her account and she sent
  an email of what RushCard requested. *** *** also states it has been 15
  business days and her name has not yet been updated on her account. *** *** is
  requesting for a name change on her account.
  
  
  RushCard
  records indicate on September 15, 2022, the proper documentation was received
  and *** ***** name has been updated. A replacement card was processed via
  standard delivery that will take 7 to 10 business days to receive.
  
  
  We appreciate *** ***** feedback.
  
  Regards,
  RushCard Corporate Customer
  Service

• Initial Complaint

  Date:09/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I setup direct deposit with my employer. My check stub says that my direct deposit was deposited into my RushCard account! I can’t get in contact with customer service about my $1422.00’ pay check! I’ll been with RushCard over 15 years! They pretending to have high calm volume and picks up the phone on they end and hangs up! This is awful and seems like my money is held hostage! The reason for me sending my deposit here is to get it before Friday! We’ll apparently RushCard don’t see a pending deposit for my $1422.00 which is a lie because my check stub was sent to me on 8/31/22 with RushCard account number and routing number!!! I gave my employer the ID deposit number that’s on my mobile rushcard app!!! I want my Money!!!! This makes no sense!!! I’ll never use this company again!!! Give me my check!!

  Business Response

  Date: 09/08/2022

  September
  8, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  ******* ********
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  *******
  ********** complaint states she set up her direct deposit with her employer and
  her paycheck stub indicates her deposit was received to her RushCard account. ***
  ******** further states she is unable to contact customer service regarding her
  $1,422.00 deposit and RushCard is pretending to have a high call volume. ***
  ******** also states RushCard apparently doesn’t see a pending deposit but her
  check stub was sent to her on August 31, 2022 with her account number information.
  *** ******** is requesting her direct deposit that was sent to her RushCard
  account.
  
  RushCard
  records indicate on September 1, 2022, *** ******** contacted customer service
  to inquire about a direct deposit that was expected to post to her account. ***
  ******** was advised by several representatives there was no record of a direct
  deposit being received to her account. On September 6, 2022, a direct deposit
  in the amount of $1418.99 from Autozoners was posted onto *** **********
  account ending in 9666. Once a direct deposit is received from the remitter,
  RushCard typically processes electronic deposits the same day. *** ******** has
  received the direct deposit and her card has been activated. RushCard options
  have changed via the automated system to a self-service platform. *** ******** will
  need to access her account information through logging onto her online account.
  If assistance is needed, RushCard chat line is available for a live
  representative to assist with any concerns or questions *** ******** may have.
  
  We appreciate *** **********
  feedback. Our goal is to provide financial convenience supported by reliable
  customer service. 
  
  RushCard Corporate
  Customer Service

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given the Rapid Pay ****/Debit card through my place of employment to receive my weekly paycheck, due to not having a bank account at the time.
  With this card I purchased a generator from **** *** **** in ******* ** on May 18 2022, and I realized it was not the generator I needed so I returned it on May 22 2022. The money was gaurenteed to be credited back to the rapid pay card 48 hours later by **** *** ****. And the Rapid Pay card denies receiving the $901.00 but I have spoken with Val at **** *** **** Headquarters out of ***** ****** ** and she assured me that the money was returned to the card.

  Business Response

  Date: 09/07/2022

  September 7, 2022
  
  VIA ONLINE SUBMISSION:
  
  Better Business Bureau®
  1 E 4th, STE 600
  Cincinnati Ohio 45202
  
  Re: Complaint ID #   ********         Consumer: ****** *******
  
  
  To Whom It May Concern:
  
  This letter is in response to the attached complaint.  Rapid Pay Card takes customer complaints
  seriously and strives to provide quality customer service while dutifully
  protecting customer identities and resources. 
  
  ****** ********* complaint states, he was provided with a
  Rapid Card through his place of employment to receive his weekly paycheck. On
  May 18, 2022* *** ******* purchased a generator from **** *** **** and realized
  it was not the product that he needed, therefore he returned it on May 22,
  2022. *** ******* further states the funds was guaranteed to be credited to his
  Rapid card 48 hours later by **** *** ****. *** ******* also states Rapid
  PayCard denies receiving the $901.00 but he contacted the merchant and was
  assured the funds were returned to the card. *** ******* is requesting a
  refund.
  
  
  Rapid! Pay Card records indicate on June 6, 2022* *** *******
  contacted Rapid! customer service to file a dispute in the amount of $901.00
  from ** ****** ****. On June 23, 2022, the dispute was determined to be denied
  due to no error occurred. Rapid! disputes department did not receive the signed
  dispute form from *** *******. *** ******* was advised by a representative if he does not agree with
  the outcome of the dispute, he may fax a rebuttal letter providing any
  additional information that will help reopen the claim to the disputes department
  at ###-###-####. If or once a rebuttal letter is received, it will take 45 to
  90 days for a resolution and *** ******* will receive a letter via mail of the
  outcome.
  
  
  We appreciate *** ********* feedback. Our goal is to provide
  financial convenience supported by reliable customer service. 
  
  
  Regards,
  
  Rapid PayCard

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rushcard which is banked by ******** allowed an unauthorized transaction on my account in the amount of $679.31 on **** in *** ***** ** on June 11, 2022 and still has not refunded my account. I have faxed over and uploaded my paperwork and called several times but the agents keep hanging up. Only information they provide is that a dispute can take up to 90 days.

  Business Response

  Date: 08/31/2022

  August
  31, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  ***** ******
  
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  *****
  ******** complaint states on June 11, 2022, RushCard allowed an unauthorized
  transaction in the amount of $679.31 on **** in *** ***** ** be made on his
  account. *** ****** further states she has not received a refund and has faxed paperwork
  several times but the agents keep hanging up. *** ****** also states the only information
  that has been provided to her is that the dispute can take up to 90 days. *** ****** is requesting a refund.
  
  
  RushCard
  records indicate on June 12, 2022, *** ****** contacted RushCard customer
  service in regards to an unauthorized transaction in the amount of $679.31 from
  **** that was made on her account. *** ****** was then transferred to the
  disputes department to file an unauthorized transaction claim. RushCard never received
  the signed dispute form, therefore *** ****** is no longer eligible for a
  provisional credit. The claim is currently being investigated and a final resolution
  will be completed within 90 days. *** ****** will be notified by receiving a
  letter in the mail regarding the outcome of the dispute.
  
  We appreciate *** ********
  feedback. Our goal is
  to provide financial convenience supported by reliable customer service.
  
  RushCard Corporate
  Customer Service
  
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my account compromised July 20, 2022 I am disabled and my son is disabled. My disability checks go into Rushcard for the last 8 years. They let some random woman get into my account and transferred all my money out of MY account. I have been blocked from MY account since July 20, 2022 and still am blocked and cannot get answer as to when I'm going to receive my money. I have spoken with over 100 agents, have all my emails from them but cannot get a straight answer as to why/how my account is destroyed. I'm facing eviction, gas & electric turn off and bills pilled up and I just get a run around. I need help and I need help NOW

  Business Response

  Date: 08/22/2022

  August
  22, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  ****** ******
  
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  ******
  ******** complaint states on July 20, 2022, her account was compromised and the
  last 8 years she has received her disability checks to her RushCard. *** ******
  further states, her card is blocked due to unauthorized transfers being made on
  her account. *** ****** also states she has spoken with multiple
  representatives and has been unsuccessful with receiving a resolution of her
  issue. *** ****** is requesting a refund.
  
  RushCard
  records indicate on August 15, 2022, *** ****** contacted RushCard customer
  service in regards to unauthorized transactions in the amount of $1,654.95 that
  was made on her account. *** ****** was then transferred to the disputes
  department to file an unauthorized transaction claim. On August 17, 2022, RushCard
  received the signed dispute form from *** ******. The claim is currently being
  investigated and a final resolution will be completed within 45 to 90 days. *** ****** will be notified by receiving a letter in the mail regarding the outcome
  of the dispute.
  
  We appreciate *** ********
  feedback. Our goal is
  to provide financial convenience supported by reliable customer service.
  
  RushCard Corporate
  Customer Service
  
  

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ******

  Good afternoon rushcard keeps telling me that my dispute will take time, but I sent rushcard a letter July 22, 2022 saying that someone was I my account because I tried to login login info was new to my account and they changed my phone number and password. I have been waiting a full month for this resolution.  Please look at the attached email I am sending you.  Thank you
  
  

  Business Response

  Date: 08/29/2022

  August
  29, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  ****** ******
  
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  ******
  ******** complaint states on July 20, 2022, her account was compromised and the
  last 8 years she has received her disability checks to her RushCard. *** ******
  further states, her card is blocked due to unauthorized transfers being made on
  her account. *** ****** also states she has spoken with multiple
  representatives and has been unsuccessful with receiving a resolution of her
  issue. *** ****** is requesting a refund.
  
  RushCard
  records indicate on August 26, 2022, the disputes department determined the
  claim to be denied due to no error was found. If *** ****** does not agree with the outcome of the dispute,
  she may fax a rebuttal letter providing any additional information to the
  disputes department at ###-###-####. If or once the claim is reopened it will
  take 30 days for a resolution and a letter will be sent to *** ****** regarding
  the outcome of the claim.
  
  
  We appreciate *** ********
  feedback.
  
  RushCard Corporate
  Customer Service
  
  

• Initial Complaint

  Date:08/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi my name is **** ****. I contacted RushCard Credit Card Services because there were payments coming out of my account *** ****** have been stop . The vehicle was for my mom and not me . I been ask them a long time ago to stop the ACH payments . The company wouldn’t give me much information because my name wasn’t on the account . They advised me it wouldn’t take 45-90 days to investigate and check into it but also said that if nothing is resolved, they would issue provisional credit . So on the 9th day, they declined my disputes and closed them . How could they close disputes claim if they are not in my name . I have been with RushCard since 2016 and never filed a dispute with them before. I honestly didn’t realize the transactions were still coming from my account until my financial advisor was going over my bills with me

  Business Response

  Date: 08/16/2022

  August
  16, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  **** ****
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  ****
  ****** complaint states she contacted RushCard due to ACH debit payments for
  her mom were being deducted from her account that should have been previously
  stopped. *** **** further states not much information was provided to her due
  to her name not being located on the account and was advised 45 to 90 days for
  a dispute investigation. *** **** also states her disputes were denied and she
  didn’t realize the transactions were still coming from her account. *** **** is
  requesting a refund.
  
  RushCard records
  indicate on July 27, 2022, *** **** contacted RushCard customer service to file
  an ACH transaction dispute in the amount of $2,971.00 to ***** ********* ********** *****. On August 6, 2022, RushCard received the signed dispute form
  from *** ****. On August 8, 2022, a second ACH truncation dispute was filed in
  the amount of $237.00 from the same receiver. On August 9, 2022, the first dispute
  was determined to be denied due to no error had occurred. *** **** was advised
  by customer service that if she does not agree with the outcome of the dispute,
  she may fax a rebuttal letter providing any additional information to the
  disputes department at (917) 383-0567. On August 10, 2022, RushCard has only
  received the rebuttal letter but has not yet to receive any additional
  documentation from *** ****. If or once the claim is reopened it will take 30
  days for a resolution and a letter will be sent to *** **** regarding the
  outcome of the claim. The second dispute is still in the process of being
  investigated and will provide an outcome within the 45 to 90 day timeframe.
  
  We appreciate *** ****** feedback. Our goal is to provide
  financial convenience supported by reliable customer service. 
  
  RushCard Corporate
  Customer Service

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ****

   

  RushCard is failing to acknowledge that I did send in documents . I even asked RushCard how could they deny my disputes when clearly the account is not in my name , as well as the main reason I stated to them was I did not authorize those transactions. From my understanding, California Casualty has been asked to stop debiting the payments a while ago. When I filed the first dispute, I was told that investigation could take 30-45 days and then after 10 days if not resolved, then a provisional credit would be issued .  Well on the 9th day, someone from RushCard called me and asked me questions and asked if I authorized transactions & I advised her No.  Then 5 minutes later , I got a provisional credit for $242 and 3 bank reversal fees for $5 & then was advised the claim was denied .  So I felt as tho, the claim was denied on the 9th day so that they wouldn’t issue the provisional credit . How could they give me credit on one of the disputes and not the others and all of the disputes were from the same company.  

  Business Response

  Date: 08/22/2022

  August
  22, 2022
  
  VIA ONLINE
  SUBMISSION:
  Better
  Business Bureau®
  1 E. 4th Ste 600
  Cincinnati Ohio 45202
  
  Re:      Case
  # ********
              Consumer:
  **** ****
  
  To
  Whom It May Concern:
  
  This
  letter is in response to the above consumer complaint. RushCard prepaid debit
  card program takes customer complaints seriously and strives to provide quality
  customer service while dutifully protecting customer identities and resources. 
  
  ****
  ****** complaint states she contacted RushCard due to ACH debit payments for
  her mom were being deducted from her account that should have been previously
  stopped. *** **** further states not much information was provided to her due
  to her name not being located on the account and was advised 45 to 90 days for
  a dispute investigation. *** **** also states her disputes were denied and she
  didn’t realize the transactions were still coming from her account. *** **** is
  requesting a refund.
  
  Per previous
  response, RushCard records indicate on August 9, 2022, the first dispute was
  determined to be denied due to no error had occurred. *** **** was advised by
  customer service that if she does not agree with the outcome of the dispute, she
  may fax a rebuttal letter providing any additional information to the disputes
  department at ###-###-####. On August 10, 2022, RushCard has only received the
  rebuttal letter but has not yet to receive any additional documentation to help
  with reopen the claim. If or once the claim is reopened it will take 30 days
  for a resolution and a letter will be sent to *** **** regarding the outcome of
  the claim. The second dispute is still in the process of being investigated and
  will provide an outcome within the 45 to 90 day timeframe.
  
  We appreciate *** ****** feedback.
  
  RushCard Corporate
  Customer Service

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ****

   

  i have responded so they may open the claim back up.  I sent in a letter as well as a letter from the insurance company.  How hard is it to refund my money . They have the main reason that’s needed.  I didn’t authorize those following payments and the account isn’t in my name . Again. Why would RushCard refund back one transaction and not the rest and th 1 transaction they refunded was from the same company I was disputing the rest with for the same reason. I have been with RushCard since 2016 and has never disputed anything. The one time that I do. I’m getting the run around .  You send in everything they ask and as you can see. They still beat around the bush of resolving or refunding your money.  They refund 1 refund and want me to accept it and be happy.  No. Because this is very bad business