The Consumer Financial Protection Bureau stepped in on Friday to help people who have prepaid Visa RushCards and can’t get their money. Earlier in October, hundreds of thousands of cardholders discovered that although they knew they had money in their accounts, they couldn’t use it.

The CFPB says it plans to “get to the bottom of this situation that may have harmed thousands of innocent consumers already.” 

On Instagram, RushCard apologized to cardholders and explained that the company switched to a new processing system that caused the problems. It also promised to eliminate fees during the upcoming holiday season.

But that does little for the people who need their money now. A woman on Facebook said, “I have missed a day of work due to this and have had lots of stress.” Another asked, “Where is my direct deposit? I’m a single mom and need the money.”

The Consumer Financial Protection Bureau says promises of RushCard officials fall short.

CFPB Director Richard Cordray said he spoke with UniRush CEO Rick Savard to make sure they “address harm that has occurred, the harm that may still be occurring, and the cascading financial effects of consumers not having access to their funds for more than a week.

The CFPB insisted that consumers need to have access to their money and told the company that it will use “all the appropriate tools at our disposal to help ensure that consumers obtain the relief that they deserve.

The CFPB will work with other government agencies, including the Comptroller of the Currency and the Federal Trade Commission, to try to make sure people are held accountable and cardholders are compensated for losses.

If you have a problem or continue to have a problem with the RushCard, file a complaint directly with UniRush and for backup with the Consumer Financial Protection Bureau (CFPB), or you can call the CFPB directly, toll-free at 855-411-2372.

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