COLUMBUS, GA (WTVM) - Rush Card customers are complaining about problems with the popular prepaid debit card.
Rush Card lets you deposit and withdraw cash without having a bank account. However, they went through a maintenance upgrade to their system on October 11.
The company said hundreds of thousands of people are experiencing difficulties accessing their accounts, and more than a week later, many are still unable to touch their money.
Some use this service because they're either low income, or have bad credit and aren't able to open a regular bank account.
Audrey, a Columbus resident, used Rush Card for almost a year. She does have a regular bank account, but chose to use Rush Card because they promise to give their customers direct deposit two days early.
"I called my card and the money wasn't on there so I called them and they said they were having technical problems," Audrey said.
Customers have complained in every outlet possible, including social media sites and calling on the phone.
"They would put me on hold and they would hang up. I called about 30 times and no one would talk to me, "she said.
Carolyn Edmonds, who also lives in Columbus, experienced the same issues and didn't have access to her money. It was as if it just disappeared, she said.
"I would call and the phone would just ring and ring, and no one would answer," Edmonds said.
Audrey said after four days of calling Rush Card, her money arrived and she immediately went to her job and stopped the direct deposit.
Entertainment mogul Russell Simmons is the face of the company he started 12 years ago. Simmons posted multiple apologies on Facebook over the past week saying "We are working 24/7 to solve the issue."
"I want to personally reassure you that your funds are safe and that we are addressing every issue as soon as possible," Simmons said.
Leonard Crain with the Better Business Bureau said this glitch may affect people paying their bills, but they may be able to help.
"Mostly what we would do is make a complaint; we would work with you and the company to get a fair and reasonable resolve. In your complaint you can say this glitch caused you hardships and you can ask the company for a refund. That doesn't mean you'll get it but it will be on record with the Better Business Bureau," Crain said.
Crain added if you're affected, contact your creditors or landlords immediately.
If you would like to contact the Columbus branch of the BBB, visit their office at 500 12th Street or call them at (706) 324-0712.