Prepaid Debit Card FAQs (FAQs with an asterisk appear in the prepaid cardholder collateral piece.)

Transcription

1 Prepaid Debit Card FAQs (FAQs with an asterisk appear in the prepaid cardholder collateral piece.) Has Bellco partnered with a prepaid debit card vendor? Yes. Bellco has partnered with The Members Group (TMG) to market and sell their ATIRAreload card to Bellco members. TMG has been in business since 1993 and works with credit unions across North America. Will TMG provide customer service to Bellco members who use the prepaid debit cards? Yes. Bellco has contracted with TMG to provide assistance to the prepaid cardholder with a user-friendly website and customer service call center. *How does my prepaid debit card work? Your prepaid debit card is a Visa prepaid card. Money available for spending is determined by the amount of money you load on the card. Since this prepaid debit card carries the Visa logo, you can use it almost anywhere Visa debit cards are accepted in stores, online, or over the phone. Each time you use your card, the purchase amount is automatically deducted from your card balance. When your balance gets low, you can add more money onto (reload) the card. What are the differences between a prepaid debit card and a traditional debit card, credit card, and gift card? A prepaid debit card is not directly linked to your checking account at a financial institution, as is a traditional debit card. It is different from a credit card because the money on your prepaid debit card is funded by you. Your prepaid debit card is different from a gift card because most gift cards are a one-time-use card (they cannot be reloaded). *How can I find out what my remaining balance is? You can obtain your account balance anytime by visiting or by calling the customer service line at Some ATMs may offer the capability of providing your account balance as well. Please refer to the ATIRAreload Fee Schedule at for possible fees. *How do I add money to (reload) my prepaid debit card? There are several ways you can reload your prepaid debit card. You can add money online at at any Bellco branch, through direct deposit of your wages, or at any participating Visa ReadyLink service location. To find a location near you, just visit usa.visa.com. How do I set up a direct deposit with my prepaid debit card? Complete a direct deposit form at your employer, directing all or a portion of your wages to your ATIRAreload account number. To assist you in completing the form, your account number and routing/transit number assigned to your cardholder account can be found on the My Account tab at Do any transaction limits apply to my prepaid debit card? Yes. The following transaction limits apply: POS: $2,000 daily limit U.S. & International ATM: $500 daily limit Cash Advance: $1,000 daily limit Loading Limits: 15 times per 30 days (rolling 30 days) Load Values: From a minimum of one cent to a maximum of $5,000 per load and a maximum of $10,000 per 30 days (rolling 30 days) *Where can I use my prepaid debit card? You can use your prepaid debit card: At almost any merchant that accepts Visa debit cards (except at gambling merchants) Online for purchases and bill payments At financial institutions that accept Visa debit cards to make cash withdrawals At any ATM that accepts Visa debit cards

2 *Are there any special types of transactions I should know about before I shop with my prepaid debit card? Yes, there are special types of transactions you should know about. Gas Stations Paying at the pump may cause a minimum hold until the transaction clears; consider paying inside with the attendant for the exact amount and signing the receipt instead. Restaurants Restaurants may authorize your card for the amount of the dining bill to verify you have enough money in your account. Be sure you have enough funds on the card to cover any additional tips or gratuities. Hotels Hotels may put a hold on the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, that hold may take a few days to be removed. Auto Rentals You may use your card for final payment of a car-rental bill; however, a credit card may be necessary to reserve a rental car. Returning Purchases Stores return policies may vary. You may receive a credit to your card, a cash refund, or even a store credit, depending on the particular store. A credit to your account may take up to one week to process before it is available for use. *How do I get a PIN for my prepaid debit card? To receive your PIN, call ATIRAreload customer service at (or outside the U.S.). You will be provided the assigned PIN and then prompted to select a new PIN, if desired. Please refer to the ATIRAreload Fee Schedule at for possible fees associated with changing your PIN. I just purchased a prepaid debit card. Is there a fee for the customer service call to get my initial PIN? If you use the automated voice-response system to obtain your initial PIN, there is no fee. There is a fee for speaking with a live customer service agent. Please refer to the ATIRAreload Fee Schedule at for possible fees. Can I reset my PIN in a Bellco branch? No. Your PIN can be reset only by calling the ATIRAreload customer service line at (or outside the U.S.) or by going online to Please refer to the ATIRAreload Fee Schedule at for possible fees associated with changing your PIN. *What do I do if my prepaid debit card is lost or stolen? If your prepaid debit card is lost or stolen, please call the ATIRAreload customer service line immediately at (or outside the U.S.) to report the incident. A replacement card will be sent to you, and the remaining balance on your lost or stolen card will be transferred to the new card. Please refer to the ATIRAreload Fee Schedule at for possible fees. I just reported my card as lost or stolen. Why can t I open a new account as a replacement card in the branch? Bellco is not able to issue you a new card account as a replacement card in the branch. By reporting your card as lost or stolen, all balance and associated information will be automatically transferred to your new replacement card. You will receive your new card in the mail in 5 to 7 business days. *Why do I need to activate my prepaid debit card? Activation is a security measure. The card must be activated before you are able to use it. Your prepaid debit card can be activated by calling (or outside the U.S.) or by visiting *How can I access cash using my prepaid debit card? Use your PIN to withdraw funds from any ATM where Visa debit cards are accepted. To withdraw funds from a financial institution, present the card to the teller and ask for a cash advance or withdrawal. In some instances, retailers will allow

3 you to obtain cash back after making a purchase when you enter your PIN and select debit on the point-of-sale terminal. Please refer to the Fee Schedule included in this packet or the ATIRAreload Fee Schedule at for possible fees. To locate an ATM near you, log on to How do I change the address on my prepaid debit card account? Members can request a change of address by going online to or by calling the ATIRAreload customer service line at (or outside the U.S.) and speaking with an agent. Please refer to the ATIRAreload Fee Schedule at for possible fees. What is the difference between a primary and secondary prepaid card? A prepaid debit card account will always have one primary card and may have up to six secondary cards. All cards on the account comprise one prepaid card account, even though there are separate account numbers per card. The primary card and all secondary cards share funds on the card account. Transaction limits apply to the account, regardless of how many secondary cards exist in the account. Only the primary account holder is allowed to load funds on the account, and the monthly maintenance fee applies only to the primary card. Do I have to be a Bellco member to open a prepaid debit card? The primary cardholder must be a Bellco member; Bellco membership is not required on secondary cards. Do overdraft fees apply to my prepaid debit card? There is no overdraft fee. The card will not overdraw because all transactions lacking sufficient funds will be declined. Is there a fee to load the prepaid debit card? TMG, Bellco s prepaid debit card partner, does not charge a load fee. However, if a cardholder uses a Visa ReadyLink service location to load the card, the ReadyLink merchant may charge a fee. I know I can set up a debit card or credit card to load my prepaid card online. Can I also make a transfer from a gift card to load funds? Yes. Several types of gift cards can be used to load funds. Are text alerts available? Yes. Notifications can be received for load completions and low balances, as well as transaction-authorization declines and approvals. To sign up for text alerts, visit Does everyone qualify for a prepaid debit card? There is no credit check to qualify. However, a primary cardholder must be a Bellco member and must provide a social security number. Are there ways to avoid the monthly maintenance fee of $2.95? Yes. The first 60 days following your card s activation are free. After the initial 60 days, the $2.95 fee can be avoided with at least one direct deposit of at least $25 in the billing cycle or by spending the balance down to zero before the end of the billing cycle. How is the billing cycle for the monthly maintenance fee determined for my prepaid debit card? The billing cycle for a prepaid debit card is determined by the card-activation date. Are secondary prepaid debit cards billed for a monthly maintenance fee? No. Only primary cards can incur the fee. Is there a fee for ATM transactions? The first ATM transaction in the calendar month is free. After that, transactions are $1. Remember that cash back at POS may be permissible, depending on merchant. Please refer to the ATIRAreload Fee Schedule at for international ATM fees.

4 Are monthly statements available for my prepaid debit card? Electronic statements are available online and can be printed for no fee. New accounts come with a default setting for electronic statements. If a cardholder would like to receive a paper statement, the preference can be changed online. Please note, there is a monthly fee of $1 for paper statements. What happens if I try to complete a transaction that has an associated fee but I don t have sufficient funds to cover the fee? The transaction will be declined. Can my prepaid debit card be used internationally? Yes. How long will my prepaid debit card stay active? If you have no deposits or transactions and a zero balance for 90 days, your account will automatically close. Otherwise, your account will remain active until the expiration date, when a new card will be automatically reissued. Cards with closed accounts will not be automatically reissued after the expiration date. I d like to add funds online with an ACH transfer from a savings or checking account. What is the timeframe required to complete this load? ACH transactions do not provide immediate access to funds. The first ACH load transaction from a savings or checking account will normally take 7 to 10 business days. Subsequent load transactions from the same funding source will take only 3 to 5 business days. What happens if I schedule a funds transfer online, but the funding source lacks sufficient funds to complete the transaction? In addition to the load failing to complete, the funding source will be blocked from future use to load your prepaid card. The only way to use the funding source again is to contact ATIRA customer service to cancel your prepaid card, and then visit a Bellco branch to open a new card account. As my prepaid debit card approaches its expiration date, how will I get a new card? A new prepaid card with the same account number will be automatically issued by the vendor and will be delivered to the cardholder by mail. How many different funding sources can I establish online? You can set up to three funding sources, one of which can be either a savings or checking account. The other two options include debit or credit cards. Is there a minimum transaction amount required to complete a cash advance in the branch? Yes. The transaction must be at least $25. I would like to close my card account. How do I do that? Your card will close automatically after 90 days of no transactions and a zero balance. If you still have funds on your card and you want to close the card immediately, you can contact the ATIRAreload customer service line at (or outside the U.S.). Please refer to the Fee Schedule included in this packet or the ATIRAreload Fee Schedule at for possible fees. Please note, prepaid cards cannot be closed at Bellco branches. How do I dispute a transaction? You can dispute a transaction by visiting or by calling the customer service line at

5 Internal FAQs Since we ll be instantly issuing prepaid debit cards in the branch, what data will we place on the cards as part of the process? Bellco branch employees will be putting only the cardholder s name on the card. The card stock will already contain the account number and good thru date. Is the good thru date the same for all prepaid debit cards in an order? Yes. The date is not placed on the card at the time of sale in the branch but, rather, comes prefilled for all cards in an order. Is instant issue the only way to open a new account? Instant issue is the standard and preferred way to issue a card. However, the ability to issue a prepaid card through the mail is a back-up option that is built into the program. This is to accommodate any unforeseen instances of our instantissue machines being temporarily inoperable. How will branches receive prepaid debit card supply stock and related collateral? The initial supply of cards and collateral will be ordered for all branches. Branches will be able to reorder cards and replenish inventory through the FIS system. Collateral material can be ordered using the same internal process Bellco uses for all collateral materials. A member s prepaid debit card was closed because of no activity, but there is still some time on the card before the expiration date. Rather than opening a new card account, can this one be reactivated? The prepaid debit card cannot be reactivated in the branch. The member can call FIS customer service at (or outside the U.S.) to request reactivation. Another option is for Bellco to contact TMG, and have TMG reactivate the card. Please note that if the member wants to use direct deposit on the reactivated card, you need to make that request to TMG at the time you make the activation request. I am trying to reload a prepaid debit card for a member in the branch, but the reload button is grayed out. Why? It s very likely that the cardholder has exceeded 15 reloads in 30 days. You can verify this by looking at the account transaction history in Card Wiz. In these cases, the member must wait until the load-limitation time period has expired to be able to load funds again. What happens if I suspend a prepaid debit card in the branch? The card is not functional in the suspend mode, but any balance remains on the card and monthly fees will apply. Will Bellco frontline handle prepaid card disputes? No, all prepaid card disputes will be handled by TMG. Members can dispute a transaction by visiting or by calling the customer service line at All prepaid account numbers are easily identifiable by the unique BIN number of , which are the first six digits of the prepaid card account number.