TopLine Federal Credit Union Visa Reloadable Frequently Asked Questions (FAQ s)

Transcription

1 TopLine Federal Credit Union Visa Reloadable Frequently Asked Questions (FAQ s) How does a Prepaid Card work? Your TopLine Visa Reloadable Prepaid Card is a card issued by TopLine Federal Credit Union and may be used for purchases at most merchants where Visa Debit Cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at Visa/PLUS ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card. Because it's a prepaid card, spending is limited to the amount of money on the card. When the recipient makes a purchase with the card, the purchase amount is deducted from the card balance. The card can be used as many times as you would like until the balance of the card is depleted. As your card is used, the amount of the purchase is automatically deducted from the available balance. See below for details on how to register the card. How do I know the balance on my Prepaid card? You can check your balance at by calling your local TopLine branch at or stopping in, or by calling customer support at Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend. Where can my Prepaid Card be used? Your prepaid card can be used to make purchases at millions of Visa debit locations worldwide and to obtain cash at any Visa Interlink, or Plus ATM worldwide. Visa Reloadable Cards are accepted at millions of Visa merchants worldwide either in-person or over the phone, and can also be used for online purchases. The card needs to be registered to use for online and over the phone purchases. See below for details on how to register the card.the card may not be used for recurring payments, nonfinancial money exchange establishments and gambling establishments. Is there transaction or reload limits? Purchase transactions are unlimited, up to the balance remaining on your card. However, for the protection of our cardholders, there are limits to the number and dollar amount of reloads, ATM withdrawals, and cash advances performed within a certain time period. To learn more about the current limits, please reference your terms and conditions. Is the Prepaid Reloadable card a credit card? No. While a prepaid card looks similar to a credit card with the Visa trademark and hologram, card recipients do not have a line of credit. You can only spend up to the balance on the card. Is the Prepaid Reloadable a debit card? No. While a prepaid card looks similar to a debit card with the Visa trademark and hologram, the card is not affiliated with your checking account. The card will allow you to access only the balance on the card. Who can order or use the card? Our Visa Prepaid Card can be purchased by anyone that has a valid TopLine Smart Rewards Check Card or TopLine Platinum Visa credit card registered in his or her name. The individual purchasing the card is defined as the primary cardholder. The address listed for the primary cardholder must match the billing address for the debit/credit card used to purchase the Prepaid Card. Personalized primary cardholders can order online up to four personalized secondary cards for family members or companions. When purchasing a secondary card for a young person with no card experience, be sure to go over all of the materials that accompany the card. 1

2 Can I purchase a Visa Prepaid Card as a gift? No, Visa Prepaid Cards cannot be given as a gift. You purchase the Visa Prepaid Card for your own personal use. Visa Gift Cards should be purchased for gift-giving. How do I get a Prepaid Card? You can order personalized Prepaid Cards directly at or purchase non-personalized Prepaid Cards at your local TopLine branch. Does the cardholder need to sign an agreement? Each card is distributed with Terms & Conditions. This document fully explains the terms and conditions regarding the use of the card. This document can also be viewed online. The cardholder accepts the terms and conditions by either signing the back of the card, using the card, or receiving the card by request. How do I activate my Prepaid Card and obtain my PIN? Non-personalized cards are activated at the time of purchase. Personalized cards can be activated by logging into clicking on Reloadable Prepaid Cards located under the Credit & Gift Cards category ( and then clicking on the General Card link OR directly logging into the microsite at Once the General Prepaid site is accessed, the box in the left-hand corner called Cardholder Login will contain a link at the bottom called Need a Login click on the link to initiate the activation process. Or call the customer support number listed on the back of your card or Over the phone, an assigned PIN will be automatically spoken after your card is activated and you'll be given the opportunity to select a new PIN if you choose. If you are experiencing difficulty, please contact TopLine at or Visa Prepaid Card Services at Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at Should I register my card? Yes. In order to report your card lost or stolen, review your account activity or all other customer service inquiries, you will need to have your card registered. Please register your card at clicking on Reloadable Prepaid Cards located under the Credit & Gift Cards category ( and then clicking on the General Card link OR directly logging into the microsite at Once the General Prepaid site is accessed, use the box in the left-hand corner called Cardholder Login to access your card. If this is the first time logging into the site, you will need to create a login, click on the link at the bottom called Need a Login. Or call Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at

3 Why should I register my card? If your card is lost or stolen and it isn t registered, a replacement card will not be issued. You will incur the loss. As well, you won t be able to review your account activity or conduct all other customer service inquiries online at over the phone at , or with TopLine in the branch or over the phone at The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at What should I do when the merchant's sales terminal asks me to press 'Debit' or 'Credit'? - If you press debit, this indicates a PIN-based transaction and your PIN will need to be entered to complete the purchase; no signature is required. - If you press credit, this indicates a signature transaction (non-pin-based) and you will be required to sign a sales receipt; no PIN entry is required. - Some of the larger merchants will automatically select debit as it will recognize the reloadable card has a PIN. If you don t remember your PIN, you can select the credit option to make your purchase and will be required to sign a sales receipt. Can I use my card to shop from home? Yes. You will first need to register your card at or call Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can help you register your card. Please stop in any branch location or call us at Registration will allow you to use your card to shop by phone, by mail order, or online. If you are having a purchase shipped somewhere other than your home, you will need to provide your billing address to verify the card you are using belongs to you. What happens if I need to return an item? Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card; provide a cash refund, or a store credit. What if the purchase is denied? If a decline occurs, the card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that some merchants - for example, restaurants, car rental agencies, salons, mail-order companies, and cruise lines - preauthorize for an amount slightly higher than your actual transaction to ensure sufficient funds for tips or incidental expenses. This amount is "held" until the transaction settles to your Prepaid Card. Only the amount you sign for will ultimately be deducted from your card. Use of the card at automated fuel dispensers requires a minimum balance of $75. Again, only the actual amount spent will ultimately be deducted from the card. How do I know the balance on my prepaid card? Simply call TopLine at , contact Visa Prepaid Card Services at or go online at or to check your balance. Or you can stop in any TopLine branch location. You will need to provide your name, your account number and the last 4 digits of your home phone number. Your card will need to be registered. See registration process in former questions. 3

4 Whom do I call if I think there has been a transaction error on my prepaid card? If you believe there is an error, such as a purchase that you do not recognize, simply call TopLine at or contact Visa Prepaid Card Services at You will need to provide your name, your account number and the last 4 digits of your home phone number. Can I use my card for recurring transactions? No. The prepaid card may not be used for automatic recurring transactions such as internet service providers or health club fees. The card may not be used for internet gambling or any illegal activity. Will I be charged fees to use the prepaid card? No. There are no fees associated with the use of the Card when purchasing goods and services. There is no monthly account maintenance fee. Is there prepaid card customer care center? Yes, There is an IVR which is an automated response system. The caller will enter their 16-digit card number and the 3/digit code from the back of the card. The caller can then choose card account balance, list of transactions or lost/stolen. There is a $1.00 fee for the use of the IVR service. If you speak to a live agent, your card will be charged $4.00 per call when transferring to a Customer Service Agent. You can contact TopLine at no charge for any questions related to the card at or stop in any branch location. Is there a customer service fee for calling to speak to a live agent? Yes. Your Card will be charged $4.00 per call when transferring to a Customer Service Agent. You can contact TopLine at no charge for any questions related to the card at or stop in any branch location. Can I do a cash advance on my prepaid card? Yes. A 1% fee applies. Can I reload the Prepaid Card? Yes, the card can be loaded 3 times after initial load for non-personalized card and unlimited times for the personalized card. To reload use the TopLine Smart Rewards Check Card or TopLine Platinum Visa credit card registered during enrollment, primary cardholders can visit call or visit your local branch. Any applicable fee for reloading via the website or by phone will be charged to your funding source, along with the value being added to your card. What do I do if I have a Non-Personalized Prepaid Card and I've reached the 4-load limit? If you choose, a new Personalized Prepaid Card can be ordered from the or by going into your local TopLine branch. You can continue to make purchases using your old card until the balance has been depleted. Why might my initial load or reload be declined? Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the Visa Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the 4 load limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your card to discuss other limits that may have been exceeded. 4

5 Can the card ever have a negative balance? Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to either reload funds onto the card or make a payment to Cardholder Services to cover the negative amount. How do I find an ATM when I travel - especially overseas? Visit our website at or use the ATM locator found at for participating Visa ATMs both domestic and abroad. Or call What is the exchange rate when I get to another country? The exchange rate is determined by the rate of exchange on the date of purchase. Using your Prepaid Card at an ATM can be less expensive than using a currency exchange to get foreign currency. When I travel, are my receipts in U.S. dollars or the local currency? Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you. What happens if my Visa Prepaid Card is lost or stolen? We provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card's available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card. Does the prepaid card have an expiration date? Yes. The card will need to be used by the expiration date on the front of the card. Is the prepaid card transferable? The Card is non-transferable. The person who purchases the Card is the only person authorized to use the Card. Please do not give your Card to anyone else to use. How can I purchase a prepaid card? Simply visit your local TopLine Federal Credit Union branch location in-person. The card load/processing fee is $5.95. Is there a cost to purchase a prepaid card? Yes. The card load/processing fee is $5.95. What are the current Prepaid Card Account Fees and Charges? Card Fee: $ 5.95 ATM Transaction Fee: $1.50 Secondary Card Fee: $3.00 Cash Advance Fee: 1% Card Replacement/Reissue Fee: $15.00 Express Delivery Fee: $25.00 Reload Fee: $2.00 Customer Service Call Fee: $4.00 Inactivity Fee: $2.50 (after 12 months of inactivity) Foreign Exchange Fee: 1.5% Load Amounts: $ minimum - $5,000 maximum IVR Fee: $1.00IVR Fee: $1.00 Lost/Stolen Cards, Questions, Complaints, Problems or Balance/Transaction Information Contact

6 TopLine Federal Credit Union Visa Reloadable Student Frequently Asked Questions (FAQ s) How does a Prepaid Card work? Your TopLine Visa Reloadable Prepaid Card is a card issued by TopLine Federal Credit Union and may be used for purchases at most merchants where Visa Debit Cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at Visa/PLUS ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card. Because it's a prepaid card, spending is limited to the amount of money on the card. When the recipient makes a purchase with the card, the purchase amount is deducted from the card balance. The card can be used as many times as you would like until the balance of the card is depleted. As your card is used, the amount of the purchase is automatically deducted from the available balance. See below for details on how to register the card. How do I know the balance on my Prepaid card? You can check your balance at by calling your local TopLine branch at or stopping in, or by calling customer support at Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend. Where can my Prepaid Card be used? Your prepaid card can be used to make purchases at millions of Visa debit locations worldwide and to obtain cash at any Visa Interlink, or Plus ATM worldwide. Visa Reloadable Cards are accepted at millions of Visa merchants worldwide either in-person or over the phone, and can also be used for online purchases. The card needs to be registered to use for online and over the phone purchases. See below for details on how to register the card.the card may not be used for recurring payments, non-financial money exchange establishments and gambling establishments. Is there transaction or reload limits? Purchase transactions are unlimited, up to the balance remaining on your card. However, for the protection of our cardholders, there are limits to the number and dollar amount of reloads, ATM withdrawals, and cash advances performed within a certain time period. To learn more about the current limits, please reference your terms and conditions. Is the Prepaid Reloadable card a credit card? No. While a prepaid card looks similar to a credit card with the Visa trademark and hologram, card recipients do not have a line of credit. You can only spend up to the balance on the card. Is the Prepaid Reloadable a debit card? No. While a prepaid card looks similar to a debit card with the Visa trademark and hologram, the card is not affiliated with your checking account. The card will allow you to access only the balance on the card. Who can order or use the card? Our Visa Prepaid Card can be purchased by anyone that has a valid TopLine Smart Rewards Check Card or TopLine Platinum Visa credit card registered in his or her name. The individual purchasing the card is defined as the primary cardholder. The address listed for the primary cardholder must match the billing address for the debit/credit card used to purchase the Prepaid Card. Personalized primary cardholders can order online up to four personalized secondary cards for family members or companions. When purchasing a secondary card for a young person with no card experience, be sure to go over all of the materials that accompany the card. 6

7 If the Student Card is purchased by a parent and a secondary card is issued to a student, will the student be able to view the parent s funding information on the website? No, both the student and the parent will have unique User IDs allowing the funding information to be visible to the parent only. How do I get a Prepaid Card? You can order personalized Prepaid Cards directly at or purchase non-personalized Prepaid Cards at your local TopLine branch. Does the cardholder need to sign an agreement? Each card is distributed with Terms & Conditions. This document fully explains the terms and conditions regarding the use of the card. This document can also be viewed online. The cardholder accepts the terms and conditions by either signing the back of the card, using the card, or receiving the card by request. How do I activate my Prepaid Student Card and obtain my PIN? Non-personalized cards are activated at the time of purchase. Personalized cards can be activated by logging into clicking on Reloadable Prepaid Cards located under the Credit & Gift Cards category ( and then clicking on the Student Card link OR directly logging into the microsite at Once the Student Prepaid site is accessed, the box in the left-hand corner called Cardholder Login will contain a link at the bottom called Need a Login click on the link to initiate the activation process. Or call the customer support number listed on the back of your card or Over the phone, an assigned PIN will be automatically spoken after your card is activated and you'll be given the opportunity to select a new PIN if you choose. If you are experiencing difficulty, please contact TopLine at or Visa Prepaid Card Services at Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at Should I register my card? Yes. In order to report your card lost or stolen, review your account activity or all other customer service inquiries, you will need to have your card registered. Please register your card at clicking on Reloadable Prepaid Cards located under the Credit & Gift Cards category ( and then clicking on the Student Card link OR directly logging into the microsite at Once the Student Prepaid site is accessed, use the box in the left-hand corner called Cardholder Login to access your card. If this is the first time logging into the site, you will need to create a login, click on the link at the bottom called Need a Login. Or call Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at Why should I register my card? If your card is lost or stolen and it isn t registered, a replacement card will not be issued. You will incur the loss. As well, you won t be able to review your account activity or conduct all other customer service inquiries online at over the phone at , or with TopLine in the branch or over the phone at The registration/enrollment process will allow you to validate your address information and establish a user 7

8 profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can you help register your card. Please stop in any branch location or call us at What should I do when the merchant's sales terminal asks me to press 'Debit' or 'Credit'? - If you press debit, this indicates a PIN-based transaction and your PIN will need to be entered to complete the purchase; no signature is required. - If you press credit, this indicates a signature transaction (non-pin-based) and you will be required to sign a sales receipt; no PIN entry is required. - Some of the larger merchants will automatically select debit as it will recognize the reloadable card has a PIN. If you don t remember your PIN, you can select the credit option to make your purchase and will be required to sign a sales receipt. Can I use my card to shop from home? Yes. You will first need to register your card at or call Please sign the back before you use the card. The registration/enrollment process will allow you to validate your address information and establish a user profile for return visits. You will be able to see card activity, such as current balance and transactions made with the card. A TopLine representative can help you register your card. Please stop in any branch location or call us at Registration will allow you to use your card to shop by phone, by mail order, or online. If you are having a purchase shipped somewhere other than your home, you will need to provide your billing address to verify the card you are using belongs to you. What happens if I need to return an item? Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card; provide a cash refund, or a store credit. What if the purchase is denied? If a decline occurs, the card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that some merchants - for example, restaurants, car rental agencies, salons, mail-order companies, and cruise lines - preauthorize for an amount slightly higher than your actual transaction to ensure sufficient funds for tips or incidental expenses. This amount is "held" until the transaction settles to your Prepaid Card. Only the amount you sign for will ultimately be deducted from your card. Use of the card at automated fuel dispensers requires a minimum balance of $75. Again, only the actual amount spent will ultimately be deducted from the card. How do I know the balance on my prepaid card? Simply call TopLine at , contact Visa Prepaid Card Services at or go online at or to check your balance. Or you can stop in any TopLine branch location. You will need to provide your name, your account number and the last 4 digits of your home phone number. Your card will need to be registered. See registration process in former questions. Whom do I call if I think there has been a transaction error on my prepaid card? If you believe there is an error, such as a purchase that you do not recognize, simply call TopLine at or contact Visa Prepaid Card Services at You will need to provide your name, your account number and the last 4 digits of your home phone number. Can I use my card for recurring transactions? No. The prepaid card may not be used for automatic recurring transactions such as internet service providers or health club fees. The card may not be used for internet gambling or any illegal activity. 8

9 Will I be charged fees to use the prepaid card? No. There are no fees associated with the use of the Card when purchasing goods and services. There is no monthly account maintenance fee. Is there prepaid card customer care center? Yes, There is an IVR which is an automated response system. The caller will enter their 16-digit card number and the 3/digit code from the back of the card. The caller can then choose card account balance, list of transactions or lost/stolen. There is a $1.00 fee for the use of the IVR service. If you speak to a live agent, your card will be charged $4.00 per call when transferring to a Customer Service Agent. You can contact TopLine at no charge for any questions related to the card at or stop in any branch location. Is there a customer service fee for calling to speak to a live agent? Yes. Your Card will be charged $4.00 per call when transferring to a Customer Service Agent. You can contact TopLine at no charge for any questions related to the card at or stop in any branch location. Can I do a cash advance on my prepaid card? Yes. A 1% fee applies. Can I reload the Prepaid Card? Yes, the card can be loaded 3 times after initial load for non-personalized card and unlimited times for the personalized card. To reload use the TopLine Smart Rewards Check Card or TopLine Platinum Visa credit card registered during enrollment, primary cardholders can visit call the number or visit your local branch. Any applicable fee for reloading via the website or by phone will be charged to your funding source, along with the value being added to your card. What do I do if I have a Non-Personalized Prepaid Card and I've reached the 4-load limit? If you choose, a new Personalized Prepaid Card can be ordered from the or by going into your local TopLine branch. You can continue to make purchases using your old card until the balance has been depleted. Why might my initial load or reload be declined? Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the Visa Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the 4 load limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your card to discuss other limits that may have been exceeded. Can the card ever have a negative balance? Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to either reload funds onto the card or make a payment to Cardholder Services to cover the negative amount. How do I find an ATM when I travel - especially overseas? Visit our website at or use the ATM locator found at for participating Visa ATMs both domestic and abroad. Or call What is the exchange rate when I get to another country? The exchange rate is determined by the rate of exchange on the date of purchase. Using your Prepaid Card at an ATM can be less expensive than using a currency exchange to get foreign currency. 9

10 When I travel, are my receipts in U.S. dollars or the local currency? Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you. What happens if my Visa Prepaid Student Card is lost or stolen? We provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card's available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card. Does the prepaid card have an expiration date? Yes. The card will need to be used by the expiration date on the front of the card. Is the prepaid card transferable? The Card is non-transferable. The person who purchases the Card is the only person authorized to use the Card. Please do not give your Card to anyone else to use. How can I purchase a prepaid card? Simply visit your local TopLine Federal Credit Union branch location in-person. The card load/processing fee is $5.95. Is there a cost to purchase a prepaid card? Yes. The card load/processing fee is $5.95. What are the current Prepaid Card Account Fees and Charges? Card Fee: $ 5.95 ATM Transaction Fee: $1.50 Secondary Card Fee: $3.00 Cash Advance Fee: 1% Card Replacement/Reissue Fee: $15.00 Express Delivery Fee: $25.00 Reload Fee: $2.00 Customer Service Call Fee: $4.00 Inactivity Fee: $2.50 (after 12 months of inactivity) Foreign Exchange Fee: 1.5% Load Amounts: $ minimum - $5,000 maximum IVR Fee: $1.00IVR Fee: $1.00 Lost/Stolen Cards, Questions, Complaints, Problems or Balance/Transaction Information Contact