JACKSONVILLE, Fla. — A glitch in a pre-paid credit card system has thousands of people across the country asking where there money is.
Rush Card co-founder Russell Simmons says it will take a few days before some people have access to their money.
Kelly Alwine said she is supposed to be on an anniversary vacation with her husband. But it will have to wait.
"We couldn't transfer funds, we couldn't put gas in the cars. We couldn't pretty much go anywhere," Alwine said.
She’s a seven-year Rush Card user and said she's never had a problem -- until now.
Alwine claims she received an email from Rush Card saying the system was undergoing improvements. Shortly after that, she said she couldn't access her money, and her account was suspended.
"There is still about $900 missing from us," Alwine said.
She’s run into issues trying to get anyone from Rush Card on the phone. When she can get through, she says there are no results.
"They will take your information, they will act like they are going to help you and put you on hold -- they will either not come back or they will come back and say the system is still not up and running," Alwine said.
Alwine says she has been paying attention to the statements the company has been making on social media.
The message she's referring to: The processing system is getting fixed and they are updating accounts.
Simmons addressed the issues in an online video.
"We know who you are, and I know you are facing tremendous challenges," Simmons said. "I want to personally reassure you that your funds are safe, and that we are addressing every issue as quickly as possible."
Alwine said it can't be quick enough.
"I'm $300 in debt now because of either bills I can't pay, or late fees that have been assessed to different things. So, I'm stuck," Alwine said.
If you are having trouble accessing your Rush Card account, the company says it is taking calls 24/7, but you may have longer than usual wait times.