Visa Prepaid Cards: Bank-Customizable Q&A Sheet

Frequently Asked Questions and Answers About Your [INSERT CARD NAME]
Q. Where can I use my [INSERT CARD NAME]?
A. Your [INSERT CARD NAME] can be used at more than 25 million locations around the world displaying the Visa symbol. It can also be used to get cash at all ATMs that display the Visa and/or PLUS symbol. You can use your card to pay for groceries, clothing, school supplies, gifts, restaurant meals, gas, movies, travel — virtually anything, anywhere Visa cards are accepted.

Q. Is my [INSERT CARD NAME] a credit card?
A. No, your [INSERT CARD NAME] is prefunded with a specific dollar amount. You can only spend up to the dollar amount that has been loaded onto the card.

Q. How does it work when I use my [INSERT CARD NAME] to pay?
A. Simply present your card at the point of sale and sign the receipt, just as you would with a credit card. If you are asked "Debit" or "Credit," remember that your [INSERT CARD NAME] is processed the same way as a credit card — even though you won't receive a bill later — so always select "Credit" and sign the receipt. If you are unsure what to do, just hand your card to the cashier and say you want to sign for your purchase.

Q. Can I use my [INSERT CARD NAME] at more than one merchant?
A. Yes, as long as there are sufficient funds on the card.

Q. Can I use my [INSERT CARD NAME] card to shop from home?
A. Yes, you can use your card to shop by phone, mail order, or on the Internet. If you are having a purchase shipped somewhere other than home, you'll need to provide your home address to verify that the card you're using is yours.

Q. How can I track what I'm spending with my [INSERT CARD NAME]?
A. Keep a running balance of your purchases so you'll always know the balance on your card. One simple and convenient way to track your balance is to use a transaction register to record each purchase as you go and subtract it from your remaining balance.

Q. How can I check my [INSERT CARD NAME] balance?
A. Checking your balance is easy — you may be able to do it by phone, Internet, or at an ATM. For further details, please see the back of your [INSERT CARD NAME] and the cardholder disclosure that came with your card. It is important to know your balance when making purchases to avoid having your card declined because of insufficient funds.

Q. What if I have some money left on my [INSERT CARD NAME], but not enough to make a purchase?
A. If you want to buy something but you don't have enough money left on your card, just ask the merchant if you can use your remaining card balance and pay the difference with another form of payment.

Q. What should I do if my [INSERT CARD NAME] card is lost or stolen?
A. You should immediately call customer service.

Q. If my [INSERT CARD NAME] is lost or stolen, will I be liable for fraudulent purchases?
A. No, Visa's Zero Liability* policy provides maximum protection for you. So if your card is lost or stolen, you won't be held responsible for any unauthorized purchases.

*U.S.-issued cards only. Visa's Zero Liability policy does not apply to commercial card or ATM transactions, or to PIN-based transactions not processed by Visa. For details, see your Cardholder Agreement.

Q. My [INSERT CARD NAME] was declined at a gas station, even though I still had funds left on it. Why?
A. Gas stations with automated pumps may check to make sure you have enough funds to pay for a full tank of gas (up to $50), since they don't know how much you intend to buy. If you are declined but still have funds on your card, just tell the attendant how much gas you want to buy and simply sign the receipt.

Q. How does my [INSERT CARD NAME] work at restaurants?
A. Some restaurants will verify that your card has sufficient funds to pay the bill, plus a 15-20 percent tip — even before you have added a tip. For example, if your bill is $20, the restaurant may seek an authorization for up to $24. If you do not have this much left on your card, your transaction may be declined — so it's a good idea to always know your balance before you dine out. As far as the tip is concerned, the actual amount you leave is entirely up to you, and you may tip using your card or leave a tip in cash.

Q. How does my [INSERT CARD NAME] work at hotels?
A. When you check in, a hotel will verify that your card has sufficient funds to pay an estimated bill for the number of days you've requested, and may add a certain percentage for incidentals. This amount will be "held" in your account and will not be available for other purchases. You may want to use a traditional Visa credit card to check in and then pay your bill using your [INSERT CARD NAME] when you check out.

Q. Can I use my [INSERT CARD NAME] to pay for a rental car?
A. Some rental car companies require that you use a credit card to reserve a car, because they want to know you'll be able to pay the full amount of the rental plus any potential damages. But no matter how you make a reservation, you can always pay the final rental car bill with your [INSERT CARD NAME] as long as you have enough funds available on the card to cover the amount.

Q. What if I want to return a purchase made with my [INSERT CARD NAME]?
A. Each merchant has its own return policy and will handle a return the same way it handles any other Visa transaction. A merchant may credit your card or give you a cash refund or store credit. A credit to your [INSERT CARD NAME] may take up to one week to process before the amount is available for use.

Q. Does my [INSERT CARD NAME] expire?
A. Yes, the card will expire the last day of the month that is embossed on the front of the card.

Q. What should I do if I have a dispute with a merchant over a purchase made with my [INSERT CARD NAME]?
A. You should first try to resolve any purchase dispute directly with the merchant involved, as you would with any other form of payment. If the result is a refund from the merchant, the merchant can refund the value directly back to your [INSERT CARD NAME]. If you are unable to resolve the dispute directly with the merchant, call [INSERT MEMBER NAME] Customer Service to formalize your dispute. After calling, you will be required to mail us a signed letter outlining the nature and events surrounding the merchant dispute.

Q. What happens when the funds on my [INSERT CARD NAME] are used up?
A. When all of your funds are used up, your [INSERT CARD NAME] will no longer be valid as a form of payment.

Additional information Issuers may want to customize or add (if applicable):

• Phone number for customer service
• Different ways to get balance
• Any fees associated with using the card
• How long it takes to receive the card
• Whether the card can be reloaded
• How to purchase the card
• Minimum and maximum amounts that can be loaded on the card
• Minimum and maximum amounts that can be withdrawn each day

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