Consumer complaint received 2017-05-15
Company: Empowerment Ventures, LLC
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
Listed below is an email I sent this organization yesterday and today.     In  XXXX     2017 I  purchased a TV using a  XXXX    XXXX   and my Rush pre-paid debit card that I have my payroll load every other week. The TV became defective and  XXXX   XXXX  allowed me to return the TV for a full refund. Instead of using the  XXXX   XXXX  the sales associate put the full refund back on the  Rush Card be cause the sales clerk was having issues with the system. I never knew this was a violation for  XXXX  or cause an issue with m y Debit Card. When I went to use my card the following day I found out there was a hold on my account. Instead of the co mpany placing a hold just the refund they have frozen the complete account including my payroll funds. For the pa st three da ys I have not been able to reach anyone from the company. The customer service agent in a third world country is unable to help me. After sending o ver 100 emails I fin ally, did receive a response from their office. I was told from a  XXXX  to fax in my id and original receipt which I do not. All I had was the receipt of the transaction that happen ed two da ys ago.     At this point I ask that your company do a complete investigation and hopefully help me with having the hold released on my account.     EMAIL sent to the  Corporate offi ce.   To Whom  it may concern : I have been a customer with Rush Card for sev eral years and since this organization has a license with your company, I feel this issue needs the utmost attention. A few days ago I had returned a TV at  XXXX   XXXX  due to this item being defected. The transaction was processed and a credit was posted to my card. This is where the issue begins. On Friday the  XXXX  of  XXXX  any transactions I have made using my card were denied. I have tried to reach the customer service department, however they are located in the  XXXX  and they do not speak English. Apparently, RushCard and  XXXX  has my account on hold and blocked all of my transactions for some bizarre reason. I was told to call the corporate office because I had a credit post to my account? Apparently, the corporate office is not open or there is no one in the  XXXX  to resolve this issue. I have called every number that I can find with Rushcard and no one is available to help its customers. Since, Rushcard has ruined my  XXXX   XXXX  weekend, and unable to visit my family, this will become a public relations nightmare for everyone.     I completely understand about security with a bank and a credit card, but this company should not be able to just freeze an account without calling its customers. This is not customer service nor how a bank should treat its customers. I hope your organization will revoke its license with  Rush Card. Y ou would think that after the   XXXX   dollar lawsuit and a new CEO this organization would learn how to treat its customers.

Company response to consumer: Closed with explanation