Consumer complaint received 2015-10-31
Company: Empowerment Ventures, LLC
State: WI
Product: Prepaid card
Sub-product: General purpose card
Issue: Managing, opening, or closing account

Complaint:
This is regarding my Rushcard prepaid card. They switched processing companies on the XXXX I believe. Since then, People have not been able to access their money, have had money disappear from their accounts, etc. If you go to the rushcard page on XXXX, you can see in detail the struggles people have faced. Some have been evicted from their homes, lost their cars, and not been able to buy essential things like food. 
As for me, I lost my card and requested a replacement card. Since this system outage, I have not been able to access the {$140.00} that was in there when I still had the old card. Since I could access the funds for myself, I decided to just pay the {$140.00} through their bill pay feature to my landlord. I have used their bill pay service in the past to pay my rent and electricity bill. I sent this money to my landlord on the XXXX. She usually receives the money within a week. I called her yesterday ( the XXXX ) and she told me she had not received a check in the mail. I fear that even though it said it was sent on the XXXX it was, in fact, not. My direct deposit from social security was loaded on the XXXX. It is still in my account BUT I can not access it because I can not activate or set a pin for my new card. I have called XXXX different numbers to set my pin on the automated system only to be transferred to a live customer service representative. They would transfer me to a supervisor, or another number where I could supposedly activate my card. I was either put on hold with no one answering or directed to an automated system that asked me to enter my social security number and the system would say " Sorry I did not get that '' when I entered my SS #. I have been without money since this transition/outage occurred. It has been THREE WEEKS that have passed where I and others have not been able to use their card but it was " blocked '' or " pending activation '' ( which is what my account says on the webpage. I have been going to the food bank during this time with my social worker to get food. I have been without basic necessities such as toilet paper, food for my cats, etc. My main concern is being able to pay my rent and utilities and recovering the {$140.00} that I do not believe was sent to my landlord. As soon as I can recover my funds completely I am switching to a credit union. Naturally this whole situation has caused me stress, anxiety and anger. I can not conceive of a system change that takes 3 WEEKS to work properly. This is completely unacceptable and the worst customer service imaginable.XXXX has stated that he is setting up a " XXXX dollar '' fund to reimburse those that have incurred late fees or any other damages but he stated also you had to submit proof of this. 
I beg of anyone to help me get my card activated and a pin set up so I can withdraw my funds and pay my bills so my situation does not get serious with eviction or being severely behind on my bills. I will not allow myself to be in such a situation! My solution to all this is very simple. Let me withdraw my money so I can leave rushcard and get on with my life!!

Company response to consumer: Closed with monetary relief