Why do you need my Social Security Number and other personal information when I enroll for an I.C.E. card?

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1 ABOUT THE ICE MasterCard Prepaid CARD What is the I.C.E MasterCard Prepaid CARD? Is the I.C.E. Card like a checking or savings account? Are funds loaded on to the I.C.E. Card FDIC insured? Are there age restrictions associated with receiving the I.C.E. Card? Why do you need my Social Security Number and other personal information when I enroll for an I.C.E. card? TO ACTIVATE, REGISTER, CHANGE PIN or MANAGE YOUR CARD Do I need to activate my temporary I.C.E. Card? Will I need to activate my personalized I.C.E. Card that I receive in the mail? How do I register my I.C.E Card online? How do I change and manage my PIN? What should I do if my card, PIN or password is lost or stolen? How do I keep track of the balance on my I.C.E. Card? ADDING MONEY TO MY CARD How do I add funds to my I.C.E. Card? How much can load onto my I.C.E. Card? How soon are my funds available to use? What types of government payments MAY post to my account early? What types of government payments WILL NOT post to my account early? How early may my government benefit payment post to my account? What can I do if I did not receive my payment or my payment is not for the correct amount? Can I have my regular paycheck or government benefits check direct deposited to my I.C.E. Card? Can I have one-time payments direct deposited to my I.C.E. Card? HOW TO USE MY CARD

2 How do I use my PIN or use my signature for store purchases when I use my I.C.E. Card? Can I withdraw money using an ATM? Can I get cash back on my I.C.E. Card when I make a purchase? Is there any type of transaction I am not able to perform with my ICE Card? Can I preauthorize a recurring payment to a merchant? Are there daily purchase transaction limits on my I.C.E Card? Can I make Internet, telephone or mail order purchases? Why was my transaction declined online or over the phone when I had enough funds available? Can I make international transactions and are there any fees? Why was my transaction declined? SPLIT TRANSACTIONS Can I pay for part of a purchase with my I.C.E. Card and pay for the other part of the purchase with another form of tender? HOTELS, LODGING, RENTALS and HOLDS What does it mean when a merchant places a hold on my card? Can I use my I.C.E. Card for a reservation at a hotel, other lodging, car rental or similar purchases? RESTAURANTS, BEAUTY SALONS, LIMOS AND TAXIS How do I use my I.C.E. Card at restaurants and other businesses that accept tips? Can I buy gas with my card? RETURNS AND REFUNDS If I am not satisfied with a purchase I made with my I.C.E. Card, may I return the purchase? CARD EXPIRATION AND CANCELING Will my I.C.E. Card ever expire? Can I cancel my I.C.E. Card? Can you suspend or cancel my I.C.E. Card?

3 CARD FEES Will I be charged any fees for using an I.C.E. Card? When is the monthly program fee deducted from my I.C.E. Card? What happens if I don t use my card for a few months and there is money still on it? CUSTOMER SERVICE AND DISPUTES How do I report an error on my I.C.E. Card? How do I get answers to my questions that are not answered in this FAQ? TROUBLE SHOOTING DECLINES and CARD NOT WORKING MESSAGES 1. Check to make sure the Card is active. 2. Check the available balance on the Card. Pay close attention to any pending authorizations or Holds that may be on the Card. 3. Incorrect PIN being used. Cardholder can change their PIN by logging in to Or via telephone by calling Internet and phone purchases may decline if the address provided to the merchant does not match the address registered to the card. 5. Certain business categories may cause unexpected declines: a. Gas Station Pay at the Pump : Cardholders who use the Pay at the Pump automated method may incur a $ hold authorization. Cardholders should pre-pay with the cashier for the exact amount to avoid any unnecessary holds. b. Restaurants, Beauty Salons, Spas, Barbers, Taxis and Limos: Typically authorize the card for 20 percent above the purchase amount to cover any potential tip. c. Hotels, Motels, Resorts and other Lodging: They will often place a significant Hold above and beyond the expected room rate to cover potential additional room expenses. d. Car and Truck Rental: They will often place a significant Hold above and beyond the expected daily rental rate to cover potential additional expenses. ABOUT THE I.C.E. MasterCard Prepaid CARD (1) What is the I.C.E. MasterCard Prepaid CARD? The I.C.E. MasterCard Prepaid CARD (I.C.E. Card) is a prepaid general purpose reloadable debit card that must have funds loaded on to it before you are able to use it. Once you load funds on to your

4 I.C.E. Card, you can use it to make purchases either in person or online, wherever MasterCard debit cards are accepted. You may also use your I.C.E. Card to withdraw money at ATMs. You are only able to spend or access the amount of money you have available on the card. You can load additional funds on to your I.C.E. Card when your funds run low (See load limits in your I.C.E. Cardholder Agreement). The ICE MasterCard Prepaid CARD is not a credit card. When you enroll, register or use your I.C.E. Card, you accept and agree to follow all of the rules, terms and conditions outlined in the Cardholder Agreement included with the card. (2) Is the I.C.E.Card like a checking or savings account? Your I.C.E. Card is not a checking or savings account, but it can be used to help you manage your money. Use it like a checking account For example, you can load funds on to the card and use it to make purchases or ATM withdrawals. You can also have your paycheck or government benefits check direct deposited to your I.C.E. Card. Use it like a savings account The funds loaded to your I.C.E. Card do not expire, so you can build up your card balance if you are saving for a large purchase or payment. The maximum value that you can store on your I.C.E. Card is $10,000. If your selected fee plan has a monthly fee, you will continue to be charged a monthly maintenance fee until your card reaches a zero balance. See the terms and conditions and fee schedule for more information. Funds loaded to the I.C.E. Card do not earn interest and you cannot write checks. (3) Are funds loaded on to the I.C.E. Card FDIC insured? Yes, the amounts that you load on your Card are insured by the Federal Deposit Insurance Corporation ( FDIC ) up the maximum amount provided by applicable law. (4) Are there age restrictions associated with receiving the I.C.E. Card? Yes. You must be at least 18 years of age to enroll for the I.C.E. Card. A registered cardholder may authorize and allow a person who is 13 years of age or older to use your I.C.E. Card. Anyone you authorize to use your I.C.E. Card is also required to follow all card rules, terms and conditions set forth in the Cardholder Agreement. Please refer to the Cardholder Agreement for all card rules, terms and conditions. (5) Why do you need my Social Security Number and other personal information when I enroll for an I.C.E. card? Federal law requires us to obtain, verify and keep records for each person who opens a card account. This law is called the USA Patriot Act and it applies to all financial institutions.

5 TO ACTIVATE, REGISTER, CHANGE PIN or MANAGE YOUR CARD (6) Do I need to activate my temporary I.C.E. Card? No, your temporary I.C.E. Card is activated at the time of purchase by the I.C.E. authorized retailer. (7) Will I need to activate my personalized I.C.E. Card that I receive in the mail? Yes, you can follow the instructions on the I.C.E. Card and carrier to activate your personalized card. Ways to activate a card: Call the customer service IVR number: and follow the prompts Go to and follow the activation instructions (8) How do I register my I.C.E Card online? After you purchase your I.C.E. Card, go online and visit the website then sign in with the temporary password that you received when you purchased your I.C.E. Card. This allows you to complete the registration process. The first time you sign in, you will be asked to choose a new, personal password. You will then be able to sign in to the website to check your available balance or view your transaction history. Keep the Customer Service Number in a safe place. Write down the Customer Service Number and keep it in a place separate from your I.C.E. Card. This will be very helpful if your I.C.E. Card is ever lost or stolen. The Customer Service Number is Keep your contact information current. It is also your responsibility to keep your personal contact information current, including your current address. Don t forget to sign the back of your I.C.E. Card. The person who purchases the I.C.E. Card and in whose name the card is issued must sign the back of the card in the designated space. (9) How do I change and manage my PIN? You will also get a randomly assigned PIN when you purchase your I.C.E. Card. Your PIN is a 4-digit Personal Identification Number (PIN) that you will need in order to make cash transactions at ATM machines; you can also use your PIN at point of sale terminals. You are responsible for keeping your password and PIN safe and not sharing them with others. To change your PIN, log on to or call and follow the prompts. (10) What should I do if my card, PIN or password is lost or stolen? Please call Customer Service at IMMEDIATELY if you think your password, your PIN, or your I.C.E. Card have been lost or stolen, or otherwise compromised. (11) How do I keep track of the balance on my I.C.E. Card?

6 There are four ways to keep track of your I.C.E. Card balance: Log in to to view your transaction history and card balance. There is no charge for this service. Call Customer Service at , and then listen for the Prepaid Card prompt. There is a charge for this service. Perform a Balance Inquiry at an ATM. Depending on your fee plan, you may be assessed a fee for ATM balance inquiries. See the terms and conditions and fee schedule for more information. You can also request a 60-day written history of your account transactions by writing to us at our mailing address. There may be $3.00 fee per request for this service. Our mailing address is: ICE Prepaid Card (MAV) 455 S. Gulph Rd, Ste 405, King of Prussia, PA ADDING MONEY TO MY CARD (12) How do I add funds to my I.C.E. Card? There are three ways to add additional funds to your I.C.E. Card: $ Add funds (cash) by going to an authorized I.C.E. location. FREE - Arrange for your employer or benefits provider to make a direct deposit to your I.C.E. Card. See the FAQ section titled Direct Deposit to your Card for more details We may change acceptable card funding methods at any time for legal or other reasons. (13) How much can I load onto my I.C.E. Card? The minimum amount you may load on an I.C.E. Card at any time is $5.00. The table below explains the maximum load limits depending upon the method used. Load Method Daily Limit Weekly Limit Monthly Cash at I.C.E. $2,500 $2,500 $5,000 Direct Deposit (FREE) $10,000 $10,000 $10,000 Please note that the maximum load amount is not tracked by calendar month. For example, if you load your card on October 19, the thirty day period begins that day. We may change these limits at any time without notice to you for security or legal reasons. (14) How soon are my funds available to use?

7 Cash: Any cash you load on to your I.C.E. Card is available immediately. This includes cash loaded at one of the authorized I.C.E. locations. Direct Deposit: Funds from direct deposits will generally be made available on the day the Bank receives the transfer. In some cases, certain types of Federal Benefits payments can be made available up to 4-days early. (15) What types of government payments MAY post to my account early? Non-Garnishable Federal Pensions Railroad Retirement Railroad UISI VA Benefits Civil Service CSA Civil Service CSF Government Benefits Social Security Supplemental Security Income (16) What types of government payments WILL NOT post to my account early? State government benefits and payments Federal Payments (e.g. Federal Income Tax Return) (17) How early may my government benefit payment post to my account? Access to funds may be as early as 1 to 2 business days, but could be up to 4 days before the regular payday, and is dependent on the timing of the payor s funding and the proper functioning of the ACH system. (18) What can I do if I did not receive my payment or my payment is not for the correct amount? Please call the customer service number on the back of your card to inquire as to your payment status. (19) Can I have my regular paycheck or government benefits check direct deposited to my I.C.E. Card? Yes and it is safe and very easy! Step 1: Logon to

8 Step 2: Print and sign the FREE Direct Deposit form this is prefilled out will all the information your employer or benefits administrator will need Step 3: Give to your employer or benefits administrator That s it, you are ready to go. This can give you peace of mind knowing your funds will be available each pay period on a specific day without delay. The FREE Direct Deposit form has the account number and routing information you need to provide to your employer or benefits provider. You can also visit one of the authorized I.C.E. locations or call to collect this information. Please note that it can take a couple of pay periods to have your deposit made directly to your I.C.E. Card account. If you have arranged for a regular direct deposit to be made to your I.C.E. Card account, you can check your account balance online at or call Customer Service to find out if the deposit has been made. You should get in the habit of regularly checking your balance so you always know how much money you have available on your I.C.E. Card. (20) Can I have one-time payments direct deposited to my I.C.E. Card? Yes! You can arrange to have a one-time payment like an income tax refund check direct deposited to your I.C.E. Card. You must provide your I.C.E. Card account number and the bank routing number to the payor. This is the same information that is provided on the FREE direct deposit form. HOW TO USE MY CARD (21) How do I use my PIN or use my signature for store purchases when I use my I.C.E. Card? You can use your MasterCard Prepaid I.C.E. Card anywhere MasterCard Debit Cards are accepted. You can use it either with you 4 digit PIN or by Signature. Signature Purchase: Swipe your I.C.E. Card at the point of sale terminal and press Clear, Cancel, or Credit to process your transactions as a signature purchase. Then, sign your name when you are prompted to do so. PIN Purchase: Swipe your I.C.E. Card and press Debit, then enter your PIN when prompted. To keep your I.C.E. Card secure, never write your PIN on your card or share your PIN with anyone. (22) Can I withdraw money using an ATM? Yes. The maximum ATM withdrawal amounts are $500 per day, $1,500 per week, and $5,000 per month. Use the withdrawal from checking option on the keypad to withdraw funds at an ATM. Visit any ATM displaying the network logo(s) on the back of your card to withdraw cash. If you use an ATM you may be charged a fee by the individual ATM owner in addition to the fee disclosed in the I.C.E. Cardholder Agreement. (23) Can I get cash back on my I.C.E. Card when I make a purchase?

9 Yes, depending on the amount of funds you have available in your I.C.E. Card account. You may be able to perform this type of cash-back transaction at any merchant that accepts MasterCard Debit Card payments, but note that not all merchants will permit this type of transaction. (24) Is there any type of transaction I am not able to perform with my I.C.E. Card? You cannot use your I.C.E. Card for online gambling or any other illegal transactions. Please see the I.C.E. Cardholder Agreement for details. (25) Can I preauthorize a recurring payment to a merchant? Yes. To authorize a one-time automatic payment OR a regular recurring payment from a merchant you must provide the merchant with your 16-digit card account number from the front of the I.C.E. Card. You must have funds available in your associated I.C.E. Card account to cover these payments; your I.C.E. Card does not carry a credit line. (26) Are there daily purchase transaction limits on my I.C.E Card? Yes. These limits are described below. You may not exceed the amount of available funds associated with your card account. Type of Transaction Daily Weekly Monthly Signature Transaction $2,500 $10,000 $10,000 PIN transaction $2,500 $10,000 $10,000 For security reasons, we may impose additional limits on the amount, number or type of transactions you can make with your I.C.E. Card, and we may restrict access to your card if we notice any suspicious activity. (27) Can I make Internet, telephone or mail order purchases? Yes, you may use your I.C.E. Card to purchase goods or services over the internet, by telephone or by mail order. These purchases are subject to the following limits: Type of Transaction Daily Weekly Monthly Signature Transaction $2,500 $10,000 $10,000

10 PIN transaction $2,500 $10,000 $10,000 Please make sure to provide the valid address information when making these types of purchases to avoid unnecessarily declined transactions. (28) Why was my transaction declined online or over the phone when I had enough funds available? The purchase you made online may have been declined because the address you provided to the merchant is different than the address we have on file for your I.C.E. Card. You can update your address by calling the customer service number on the back of your card. (29) Can I make international transactions and are there any fees? Yes, you can make international transactions. If you make a transaction in a currency other than U.S. Dollars, MasterCard will convert the transaction amount into U.S. Dollars using its currency conversion procedure. Conversion rates and fees will apply. For each transaction made in a country other than the United States or its territories, you will be charged a fee equal to 3 percent of the U.S. Dollar amount of the transaction. For more details, please refer to your I.C.E. Cardholder Agreement. You may also use your I.C.E. Card at international ATM s if they are a part of a network showing a logo on the back of your card. Please note you will be assessed the appropriate ATM fees as described in your I.C.E. Cardholder Agreement. (30) Why was my transaction declined? The most common reasons a transaction may be declined are: Insufficient funds are available. Please check your funds availability and transaction history. The restaurant or merchant you patronized authorized the transaction for 20 percent more than the original purchase price to cover a possible gratuity. You attempted to use your I.C.E. Card at a Pay at the Pump gas station and there is a temporary hold of $ on your card. Please make sure to pre-pay for any gas purchases with the cashier. There is an extended hold placed on your card from activity at a hotel, car rental, or similar merchant. SPLIT TRANSACTIONS (31) Can I pay for part of a purchase with my I.C.E. Card and pay for the other part of the purchase with another form of tender?

11 Some merchants do not allow cardholders to conduct split transactions where you would use your I.C.E. Card as partial payment for goods and services and then pay the remainder of the balance with another form of legal tender. If you wish to conduct a split transaction and it is permitted by the merchant, you must tell the merchant to charge only the exact amount of funds available on your I.C.E. Card to the Card. You must then arrange to pay the difference using another payment method. Some merchants may require payment for the remaining balance in cash. If you fail to inform the merchant that you would like to complete a split transaction prior to swiping your I.C.E. Card, your Card is likely to be declined. HOTELS, LODGING, RENTALS and HOLDS (32) What does it mean when a merchant places a hold on my card? When you use your I.C.E. Card to pay for goods or services, some merchants (typically car rental companies and hotels) may authorize the transaction in advance; this places a temporary hold on your card for the amount of the sale or for an additional amount or percentage greater than the sale amount depending on the individual merchant. If your transaction is for a high dollar amount, some types of merchants may place extended holds on your card for 10 days (up to 90 days for car rentals). Once your purchase goes through, any excess holds will be removed from your card. If you begin a transaction that requires a hold on your funds and then cancel the transaction, there still may be a temporary hold on your funds for up to ten (10) days or more. Please note we cannot manually release authorizations or holds without a certified letter or fax from the merchant. (33) Can I use my I.C.E. Card for a reservation at a hotel, other lodging, car rental or similar purchases? Yes, but these companies may authorize, or place a hold (as described above) for much more money than the actual cost of the rental car. The reason is that the rental Car Company or hotel won't know if they need to charge you for additional expenses like gas or room service, car or room damage and extra days until you return the vehicle or check-out. These authorized funds will be held and unavailable for you to spend until the final transaction is posted to your statement. This means that you might not have access to these funds for as long as 90 days. To avoid problems our advice is to first call the company and ask them what their policy is regarding the use of prepaid debit cards. Please note we cannot manually release authorizations or holds without a certified letter or fax from the merchant. RESTAURANTS, BEAUTY SALONS, LIMOS AND TAXIS (34) How do I use my I.C.E. Card at restaurants and other businesses that accept tips? These merchants typically place holds for the amount of the bill plus a percentage (typically 20 percent) for the tip or gratuity. If the amount of the requested hold exceeds the amount of

12 money stored on your I.C.E. Card, the transaction may be declined. After the final transaction settles any excess holds will be removed from your card. (35) Can I buy gas with my card? Yes, but when you use your I.C.E. Card at a gas station, be sure to pre-pay the cashier inside before you fill up and tell the cashier the exact amount of gas you wish to purchase with your ICE card. Do not swipe your card at the pump or you may incur a hold of up to $125. We recommend that you always pay the cashier first for the amount of gas you wish to purchase. RETURNS AND REFUNDS (36) If I am not satisfied with a purchase I made with my I.C.E. Card, may I return the purchase? All purchases you make with your I.C.E. Card are subject to the merchant s return policies. If you are entitled to a refund for any reason, it may be made as a credit to your card or you may receive cash. The amount of the refund credit may not be available to you right away you may have to wait up to five business days from the date of the refund to make sure the amount of the credit has cleared and is available to you to spend. CARD EXPIRATION AND CANCELING (37) Will my I.C.E. Card ever expire? There is a Valid Thru date on your I.C.E. Card. You may not use the card after this date. You should receive a replacement card from us before your old card expires. The funds you have available on your I.C.E. Card remain good even if the Valid Thru date passes. The funds will be available on the replacement card. If you do not receive a replacement card before the date on the old card passes, please call Customer Service at If we are unable to send you a replacement card for any reason, keep your old card and call Customer Service at (38) Can I cancel my I.C.E. Card? Yes. You may cancel your I.C.E. Card at any time by calling Customer Service at If there are any funds remaining on your card, we may issue a check to you for this amount, minus the check issuance fee of $5.00. We will verify that all card transactions are posted before we process a refund. We reserve the right to investigate all requests for cancellation before issuing any refunds. (39) Can you suspend or cancel my I.C.E. Card? Yes, we reserve the right to cancel your card if you have not used or loaded your card in one year s time. We may also cancel your card under the following conditions:

13 CARD FEES If you violate any of the card rules, terms and conditions set forth in the Cardholder Agreement, as may be amended from time-to-time. If you do not pay any necessary fees within forty-five (45) days after they are due. If we believe there is fraud or security risks connected to your I.C.E. Card. If you decide you do not want to have all card information and notices sent electronically. For any other reason allowed by law. If we cancel your card, you will not be able to use your card to make purchases or transactions at ATMs. We will issue you a refund unless the funds on your account are fraudulent, or we are otherwise prohibited from doing so by any applicable law. (40) Will I be charged any fees for using an I.C.E. Card? Yes. The complete and most current fee schedule is posted at The Cardholder Agreement that came with your card also shows a list of fees; however these may not be the most current, depending on when you purchased your card. Please see check the website at to view the current Cardholder Agreement. (41) When is the monthly program fee deducted from my I.C.E. Card? Monthly fees (if applicable) are assessed on the first day of every calendar month. For your first month, the Monthly Maintenance Fee will be waived. (42) What happens if I don t use my card for a few months and there is money still on it? If your selected fee plan has a monthly fee, you will continue to be charged a monthly maintenance fee until your card reaches a zero balance. See the terms and conditions and fee schedule for more information. If you like you can call to have the account closed and a check will be sent to you with the remaining balance minus the $5.00 check issuance fee. CUSTOMER SERVICE AND DISPUTES (43) How do I report an error on my I.C.E. Card? Telephone us at the Customer Service Number as soon as you can, if you think an error has occurred in your Card account. We must allow you to report an error until 60 days after the earlier of the date you electronically access your account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by calling us at or writing us at ICE Prepaid Card (MAV), 455 S. Gulph Rd, Ste 405, King of Prussia, PA You will need to tell us: Your name and Card account number.

14 Describe the error or transaction that you are unsure about, and explain as clearly as possible why you believe that it is an error or why you need more information. The dollar amount involved and approximately when the error took place. There is a complete explanation of our process for investigating errors in the I.C.E. Cardholder Agreement and at Investigating errors takes time, and if it is determined that there was an error on your account it may take time to credit your account for the amount of the error. (44) How do I get answers to my questions that are not answered in this FAQ? We know from time to time you may have additional questions. You may a question to us from the Contact Us page at or call Customer Service at CHW_FAQ_44_ _

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