Hello I am a first time customer and I have to say I have worked in customer service call centers for over 10 years and never have I witness such poor customer service as I had today. I called 800-247-3713 at 5:27 pm est to inquire if it would be necessary for me to pay a fee to use the card, The rep told me no I would not, so I proceeded to load money on the card ( I had no intention of using the card if a activation fee was required). I loaded 47.00 I used the card once to pay for my federal tax return online, when filing my second return the card did not work.
I checked my balance to see that I was charged a 14.95 fee, the very same fee that the representative had told me I did not have to pay prior to putting funds on the card. To my dismay I contacted customer service 800-247-3713 at 8:33pm EST where I spoke to Ren who gave me id number021428. This young woman was very rude spoke over me and had me on the line for 30 minutes waiting for a supervisor on my cell phone, She rudely placed me on hold while I was still speaking, only for her to disconnect the call on me.
She never attempted to call me back not once. I called back 1800-247-3713, and spoke to Eustella. I asked Eustella for a supervisor as soon as I got on the call. She told me there were several supervisors there and she would transfer me to one. After 17 minutes she told me there was only one supervisor and they were to busy to come to the phone. I asked her why she told me there were several supervisors there at her location earlier in the call? She replied oh I am sorry when you asked me that I said yes but only because I wasnt listening to you, I was not listening to what you asked me.
I could not believe this after 30 minutes she told me the supervisor could not come to the phone and she would have James the supervisor call me back within 24 hours. This has been the poorest customer service experience I have ever had, my issue was never resolved and I was treated very poorly as a customer, the rep said to me that the only thing she could do to resolve my issue was to send me back the balance I had left on my card in the mail and close my account. I said why would you do that?
I never asked her to close my account I was insulted that she would even suggest that to me. Was she just tired of speaking to me and told me she could close my account as if to say just go away we dont want you we will just close your account for you I said to her why would you say that to me? Why would you close my account? She said well what do you want me to do? I have no plans to continue using this card for direct deposit of my tax refund or as direct deposit for my work and will definatly warn my friend and co workers, it is not worth the hassle.
Customer service reps need to realize it is not about the 14.95 its about a first time customer being given the completely wrong information and being inconvenienced and given the run around. If I was working for Rush I would not let any customer off my phone without being treated with respect and resolving their issues. Best wishes.