Pay Card - Recipient Frequently Asked Questions

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1 Q: How soon will my card arrive? A: You should receive your card in 7-10 business days. A complete Pay Card Disclosure and Terms and Conditions will accompany the card. If you do not receive your card, notify your employer. Q. How do I activate my card? A. Call the number listed on the back of the card and follow instructions, or complete a transaction at an ATM using your PIN number (ex. Balance inquiry or withdrawal). Q. Is this a credit card? A. No, this is a prepaid Debit Card. Transactions are authorized based on the current balance on the card. Q. How can I access my pay? A. Funds can be accessed in a variety of ways. (Note: Fees may apply for certain transactions. Refer to the Schedule of Bank Fees for additional information.) Make purchases wherever VISA is accepted Withdraw cash at ATMs Withdraw cash via a cash advance at any financial institution Receive cash back when making purchases at participating merchants Q: Will I be charged a fee for using my card at participating merchants? A: You will not be charged a fee for making VISA based purchases (ran as a credit ). Transactions ran as a debit, or with a PIN however are subject to a $0.25 per transaction fee. Please refer to the Schedule of Fees (included with your disclosures when you receive your card) for further details. Q. How do I access funds or account information using an ATM? A. Insert your card in the machine and follow the instructions for entering your Personal Identification Number (PIN). Once your PIN has been entered successfully, you can choose to withdraw funds or perform a balance inquiry. If you choose to withdraw cash, select the Checking option and enter the amount you wish to withdraw. The ATM will present the amount of cash you requested along with a printed receipt and return your card. 11/13/17 Pay Card - Recipient FAQs Page 1

2 Q. Will I get charged a fee if I use my card to perform a balance inquiry at an ATM? A. No. Chemical Bank will not assess a fee for performing a balance inquiry however the ATM owner may assess a fee for this service. Q. Will I get charged a fee if I use my card to withdraw cash at an ATM? A. You can make one free ATM withdrawal each time your card is loaded. You will be assessed a $1.50 fee for each additional ATM withdrawal. The ATM owner may also assess a surcharge which will be disclosed to you at the ATM before you make the withdrawal. Note: If an ATM withdrawal is declined you will be assessed a $0.50 fee. Q. Can I use my card to purchase a money order? A. Yes. Businesses that provide these types of services generally accept VISA. If a PIN number is required you will also be assessed a $0.25 PIN Based transaction fee. Q. How can I check my available balance or transaction history? A. There are several ways to obtain this information: Call the toll-free customer service number located on the back of the card (fees may apply). Perform a balance inquiry at an ATM (fees may apply). View your activity online at: Inquire within a Chemical Bank office. Enroll in paper statements for a monthly fee by calling option 4. Q. May I let someone else use my card? A. No. Keep your card and PIN under your control at all times. Do not tell anyone your PIN and do not write or keep your PIN on or near your card. Q. Can the Pay Card be used to pay at the pump? A. No. The Pay Card cannot be used to make pay at the pump purchases because the actual purchase amount may be greater than the authorization amount. You may use your Pay Card to purchase gasoline by simply paying inside where you can designate a specific purchase amount. 11/13/17 Pay Card - Recipient FAQs Page 2

3 Q. Can I use my card to make a purchase that is larger than the balance on my card? Can the card become overdrawn? A. The card is designed to deny transactions that exceed the available limit; however exceptions do occur from time to time. For instance, if a purchase is authorized on sufficient funds, but the merchant delays the processing of the transaction for some reason, the card may become overdrawn if the funds are no longer available when the transaction posts. If the card becomes overdrawn, the cardholder is responsible for repaying the negative balance. Q: Can my Pay Card be used internationally? A: Yes, the Pay Card is generally accepted anywhere VISA is. A 2% conversion fee will be applied to any international transactions. It is recommended that you alert Chemical Bank if you will be traveling so we can notate your card accordingly. We also suggest that cardholders use ATMs within the NYCE or Cirrus Network which would be displayed on the outside of the ATM. Q. Am I able to add additional funds to my card? A. No. Only the employer is permitted to add funds to the Pay Card. Q: What are the daily withdrawal and purchase limits on the card? A: Please see the chart below: Pay Card Debit Card Limits ATM Withdrawal Limit: $1, Cash Advance Limit: $2, Signature Purchase Limit $2, Online Purchase Limit $2, PIN Based Purchase limit $ Q. Do VISA Consumer Protections apply to this card? A. Yes, all VISA Consumer Protections apply, including the right to dispute transactions and the VISA Zero Liability Policy. The VISA Zero Liability Policy guarantees $0 liability to all VISA credit and debit cardholders who are victims of fraud when transactions are processed through the VISA network. This policy does not apply to ATM transactions or to PIN transactions not processed by VISA. 11/13/17 Pay Card - Recipient FAQs Page 3

4 Q: My card is about to expire, how do I get a replacement? A: Your card will automatically reissue and mail to the address on file. Please be sure to notify us of any address changes. Q. What happens if I don t remove or spend all my funds right away? A. Your pay will stay on the card until you choose to withdraw or spend it. However, the card does have a maximum limit of $10,000. If your employer attempts to add a payment amount that will put you over this limit, the full payment amount will be returned to your employer. Your card will be considered inactive after 6 months of no activity, at which time your card will begin to incur a $2 monthly inactivity fee. Any funds remaining on a card after one year of inactivity will escheat (funds will be returned to the government as defined by state law). Q. What happens to the pay card when I am no longer with the company? A. The balance on the Pay Card is the property of the recipient. Q. Can I have another employer use this card to give me my pay? A. No, only the company that purchased the card for you is permitted to load it. Q. What happens if the card is lost or stolen? A. Call Card Services at option 4, during business hours (M-F 8:00 am to 5:00 pm) or after business hours to report a lost or stolen card. You must also contact either your employer or Chemical Bank to request a new card. Once the new card has been ordered any remaining balance will be transferred to the new card. There is a $15 replacement card fee. Q. How can I access funds that were added to a card that was lost or stolen, before the new card is received? A. Contact Card Services at option 4 to discuss the options available to you. 11/13/17 Pay Card - Recipient FAQs Page 4

5 Q. Where can I find additional information regarding my Pay Card? A. For general information about prepaid accounts, visit cfpb.gov/prepaid. Find details and conditions for all fees and services in the Terms and Conditions. Q. What do I do if I have a question or problem? A. Refer to the chart below: Automated Card Center: - Card Activation - Balance Inquiry - History (last 5 transactions) - Report Card Lost/Stolen Card Services Questions - PIN Resets - Name / Address changes - Funding Information - Enroll in Paper Statements - Report Card Lost/Stolen - Request Replacement Card - Order new Expense Cards Pay Card Contacts 24 hours a day days a week. M-F 8:00am-5:00pm Chemical Bank Card Services Dept.: option 4 (M-F, 8-5) ATMCardServices@chemicalbank.com Fax: Chemical Bank Customer Care Center: (M-F, 7AM 9PM, Sat 8-2) Report Unauthorized Activity: M-F 8:00am-5:00pm option 2 Business Client Services Questions - Add/Remove funds on card - Online Banking - ACH Batches M-F 8:00am-5:00pm option 2 11/13/17 Pay Card - Recipient FAQs Page 5