Consumer complaint received 2015-10-23
Company: Empowerment Ventures, LLC
State: CO
Product: Prepaid card
Sub-product: Payroll card
Issue: Fraud or scam

Complaint:
On XXXX/XXXX/15 I noticed some suspicious activity on my RushCard. I called RushCard and agreed for them to cancel my present card. XXXX asked if I wanted the replacement card to be expedited for a fee of {$30.00}, which I agreed to, since I knew my direct deposit would be posting the up coming Thursday. I asked for a tracking number and she said to call back in XXXX hours and one would be provided to me. 
XXXX/XXXX/15 - Called RushCard to acquire the tracking number for my replacement card. The {$30.00} was deducted from my RushCard on XXXX/XXXX/15. XXXX stated they still did n't have a tracking number and to call back in XXXX hours. 
XXXX/XXXX/15 - Called Rush to acquire the tracking number for my replacement card and ask when I would be receiving my replacement card. XXXX said the expedite time is XXXX business days, not including the holiday. 
XXXX/XXXX/15 - Called RushCard to acquire the tracking number for my replacement card. They could not give me one due to the system maintenance glitch, but XXXX said you will for sure get your card tomorrow. 
XXXX/XXXX/15 - No Replacement Card. Called RushCard, XXXX says that for sure you will get it tomorrow, just be patient. 
XXXX/XXXX/15 - No Replacement Card. Called RushCard. XXXX says that due to the system maintenance glitch she can not access my account to track the card. I told her that my direct deposit has n't posted on my account. She said due to the system maintenance glitch, all direct deposits will post on your actual paydate, which mine was XXXX/XXXX/15. 
XXXX - No Replacement Card and No Direct Deposit in my account. I call RushCard and on hold for over XXXX hours to be hung up on. I call back again, over XXXX times and the phone just rings and hangs up. 
XXXX - No Replacement Card and No Direct Deposit in my account. I call RushCard and on hold for over XXXX XXXX hours. I talk to XXXX and she states that she can not access my account to find out about my replacement card and my direct deposit. She says there is nothing she can do, but that the problem will be fixed in XXXX hours and asked for my phone number, as someone will call me back when the system is up and running again. 
XXXX - No replacement card and No direct deposit posted to my account. I ca n't even access my account online. I call RushCard over XXXX times to be hung up on. I finally call at XXXX XXXX and get a hold of XXXX. He says that he ca n't access my account due to the system maintenance issue, but that my direct deposit is showing " on his end '', that it is in my account. I request a refund for {$30.00} since my replacement card was never received or expedited and asked for a tracking number again. He told me to call XXXX. I told him XXXX ca n't do anything without a tracking number. He apologizes and says he ca n't help me. 
XXXX to XXXX - I call RushCard every day at all hours of the day for the phone to ring and ring and then hang up. 
XXXX - I call RushCard to get information about my replacement card and my direct deposit. I talk to XXXX and she says their system is down and ca n't help me. 
XXXX - I call RushCard to be on hold for over XXXX hours and then the phone just hangs up. 
XXXX - I call Rushcard and on hold for over XXXX hours again. I talk to XXXX and tell him to cancel my account and send me my funds via a check that are in my account including the {$30.00} expediting fee. He says he ca n't do that because they are still dealing with the system glitch problem and no checks can be cut for funds in customers account. 
You can absolutely get no-where with these incompetent RushCard representatives. 
RushCard has stole my hard earned money for one weeks pay that I should have had access to on XXXX/XXXX/15. 
I do n't where to turn to get my one weeks pay from them.

Company response to consumer: Closed with monetary relief