Prepaid Card Error Resolution Notice
Cardholder Liability – You are responsible for all transactions you authorize using your CHANGE® Visa Prepaid Card under the Cardholder Agreement. If you permit someone else to use the CHANGE Visa Prepaid Card, or your access information, you are responsible for any transactions they authorize or conduct on any of your accounts.
TELL US AT ONCE if you believe your Card and/or access information has been lost or stolen, if you believe that a transaction has been made without your permission, or if you believe that an electronic funds transfer has been made without your permission using information from your card. We can stop future activity on the Card and issue you a new card. Your Card can be marked lost or stolen online at mychangecard.com or by telephoning us at 833-965-0017, which is the best way of keeping your losses down. If you fail to notice and request a new Card you could lose all the money in your account. If you tell us within two (2) business days after you learn of the loss or theft of your Card or access information you can lose no more than $50.00 if someone used your Card or code without your permission. If you do not tell us within two (2) business days after you learn of the loss of your Card or access information, and we can prove that we could have stopped someone from using your Card or access information without your permission if you had told us, you could lose as much as $500.00.
You are not liable for the amounts stated above provided that the following preconditions are met: (i) your Card is in good standing; (ii) you can demonstrate that you exercised reasonable care in safeguarding your Card from unauthorized use; and (iii) you have not reported two (2) or more unauthorized events in the past twelve (12) months. Also, if your online or paper transaction history shows transfers you did not make including those made by Card, code or other means, TELL US AT ONCE. If you do not tell us within sixty (60) days from the earlier of the date you electronically access your card account, if the unauthorized transfer could be viewed in your electronic history, or the date we sent the FIRST written history on which the unauthorized transfer appeared, you may not get back any of the money lost after the sixty (60) days if we can prove that we could have stopped someone from taking the money if you had told us in time. If a good reason (such as a hospital stay) kept you from telling us, we will extend the time periods.
In Case of Errors or Questions About Your Account. Telephone us at 833-965-0017 or write to us at Customer Care, P.O. Box 42212, Cincinnati, OH 45242 as soon as you can if you think your transaction history or receipt is wrong or if you need more information about a transfer on the transaction history or receipt. We must hear from you no later than 60 days after the earlier of:
(i) the date you electronically accessed your account, provided the error could be viewed in the electronic transaction history; or
(ii) the date we sent the FIRST written transaction history on which the error appeared. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error and the dollar amount involved; and
(iii) approximately when the error took place. We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will provisionally credit your account for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. However, if we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit your account. For errors involving new accounts or point-of-sale or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For errors involving new accounts, we may take up to 20 business days to provisionally credit your account for the amount you think is in error.