Frequently Asked Questions About Your Account

What happens if I accidentally try to use the card for a purchase amount that exceeds my balance?
Does the card have any "built in" features that keep me from going into a negative balance status?
How do I get cash at an ATM?
What if I want to change my PIN?
Whom do I call with questions about a specific purchase or general questions about the card?
How do I obtain my card balance?
What if I lose my card, or it is stolen?
Can I give the card to a friend or relative to make purchases or an ATM withdrawal for me?
What happens if my transaction history lists transactions I don't recognize?
I tried to use the card and I was told the purchase or ATM transaction was "declined". Why?


What happens if I accidentally try to use the card for a purchase amount which exceeds my balance? [back to top]
The attempted purchase will likely be declined and the store associate will advise you accordingly. If you wish to complete the purchase, you will need to obtain the exact amount of your card balance and pay the difference with another form of payment option (i.e. cash or check). Or simply ask the store clerk to try to process the card again for a lesser amount and pay the remaining amount of the purchase with another form of payment option (i.e. cash or check). If by chance a transaction is approved that is greater than your available balance, you will be obligated for the amount of the overdraft.

Does the card have any "built in" features that keep me from going into a negative balance status? [back to top]
Yes, although the feature cannot always guard against negative balances. The feature is called "Tolerance Factors" and all Stored Value cards have them. In some cases, (e.g. hotels, pay at the pump gas, airlines and rental car) "authorization" is requested before the actual total of the sale is determined. In these cases, the system automatically adds an appropriate percent above the "subtotal" to cover any additional charges and therefore temporarily deducts that full amount from your available balance. When the final sale amount is processed, any difference will be applied accordingly to your account.

How do I get cash at an ATM? [back to top]
Simply go to any ATM displaying the symbol or logo on the back of your card, and follow the instructions on the machine. You will need your Personal Identification Number (PIN) for this transaction.

If your card does not provide ATM capability, this information will be disclosed in your Terms and Conditions.

What if I want to change my PIN? [back to top]
You can change your PIN on-line by selecting My Account and Options and then select Change Your PIN

Whom do I call with questions about a specific purchase or general questions about the card? [back to top]
Most questions about the card, and certain details of transactions made with the card, can be answered from this Web Site. Also, our automated telephone system provides answers to questions 24 hours per day, 7 days per week and customer service representatives are available during this time as well.

How do I obtain my card balance? [back to top]
The best way is on this Web Site by selecting My Account and Options or you may call us at the Cardholder Customer Service number listed on the back of your card or listed within your card package. If you call, you will be required to enter certain information about yourself to "authenticate" you as the cardholder before the card balance is given.

What if I lose my card, or it is stolen? [back to top]
Report it immediately by calling us using the Cardholder Customer Service number provided within your card package (it is also printed on the back of your card). You will then be given specific instructions as defined by your program.

Can I give the card to a friend or relative to make purchases or an ATM withdrawal for me? [back to top]
The card is intended for your use only! Never give your card or your PIN to anyone! If you give the card to someone else who makes purchases with the card or uses the card at an ATM to get cash, the value of those transactions will be deducted from your available balance. You will be responsible for their transactions.

What happens if my transaction history lists transactions I don't recognize? [back to top]
Report this immediately on this Web Site by selecting My Account and Options and then Dispute Form; or call the Cardholder Customer Service number on the back of the card to report and discuss the transaction(s). Our representatives will advise you of any actions you should take and report the results of our investigation to you.

I tried to use the card and I was told the purchase or ATM transaction was "declined". Why? [back to top]
This occurs if the attempted purchase or transaction amount exceeds the available balance on the card. You can determine the exact remaining balance on your card using this Web Site or by calling us at the customer service telephone number on the back of the card. When you obtain your balance, you can reduce the size of your purchase or transaction so the total is less than your card balance and re-process the purchase or transaction for approval. Or, for a purchase, you can ask the store clerk or sales associate to process the transaction again, using your available balance as the amount to be charged against your card, and you can simply pay the difference with another form of payment option (i.e. cash or check).