Consumer complaint received 2015-11-23
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: Empowerment Ventures, LLC (MA)

I have been a member with Rushcard for about two years now and up until recently I have been 110 % satisfied. I misplaced my card prompting me to contact Rushcard to request a new one. Rushcard was kind enough to expedite my new card and I received it two days later. The problem that I have been having is that I can not get my new card activated. I received the card on XXXX/XXXX/15, I contacted the activation hotline where it asked me for the last XXXX of my social then to enter my XXXX digit card number and it automatically transfers me to a rep. I thought that was weird so I hung up before I got the rep and called back it asked for the same info again and automatically transferred me once again. So I spoke to the rep explained to him I am trying to activate my card and the activation line is not allowing me. The rep asked me to call the activation line on another phone put it on speaker so he could hear what it was saying. I told him I could not do that as I am on my cellphone. He pretty much avoided what I said regarding the activation line not working and offered to transfer me to the line to create a pin. So I decided to give it a try it would ask me for information then transfer me to a rep once again. I explain to the next rep what happened and he told me the activation line is down and there is a long wait to speak to a rep because they have been activating cards manually. I wondered why the previous rep did not supply me with that information. So he then sends me to a rep who is supposedly activating cards manually. I explained to her what is going on and she apologizes and offers to submit a email to corporate for my card to be activated manually. She places me on hold for about 15 min then come back on and tells me the email was sent out to corporate. Hung the phone up the next day, decided to go onto the Rushcard app and try to add my new card and an error message stating this format is no longer supported continued to pop up. I called Rushcard to verify if my card has been activated and the rep I got was completely clueless as to what I was talking about. I explained the previous rep would be submitting a email to corporate and my acct should be activated I told him another rep said the activation line is down etc. He did not know what I was talking about he kept asking if I created a pin number for the card and multiple times I explained I can not activate my card because it keeps transferring me to a rep so how would I be setting a pin. He disregarded what I said and offered to transfer me to the pin line to try to set the pin up. I declined and asked for a supervisor where I sat on hold for almost 35 min. I disconnected after no one coming back on the line. I went online where I tried to activate my card through the website ; I got another error message stating there is a URL mismatch. I emailed Rushcard with a complaint, they responded asking me for my new card information when I submitted that I never received a response. It is now XXXX/XXXX/2015 I am yet to access my money, activate my card, or receive a response or any type of help from Rushcard. I do not think it is fair or right that this company is able to do this. I have contacted this company today and I sat on hold for 45 min.