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 833-527-0398, 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 Card Account, call 833-527-0398 for Customer Service, email firstname.lastname@example.org or complete and mail the Card Dispute Form to BoldCo, LLC, PO Box 21184, Eagan, MN 55151as soon as you can. We must hear from you no later than sixty (60) days after the earlier of the date you electronically access your account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by calling us at 833-527-0398 or writing us at PO Box 21184, Eagan, MN 55121. You will need to tell us:
(i) Your name and account number (if any);
(ii) The error or the transfer you are unsure about, including the date of such error or transfer; and
(iii) The dollar amount of such error or transfer.
If you tell us orally, we may require that you send us your complaint or question in writing within ten (10) business days. We will determine if an error has occurred within ten (10) business days after we hear from you and will correct any confirmed error promptly. However, if we need more time, we reserve the right to take a full forty-five (45) days to investigate your complaint or question. If we decide to do this, we will credit your account within ten (10) business days for the amount you think is in error, so that you will have access to the money during the time it takes us to complete our investigation. If we request that you put your complaint or question in writing, and we do not receive it within ten (10) business days, we may not credit your account.
For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or question. We may take up to twenty (20) business days to credit your account for the amount you think is in error. We will tell you the results within three (3) business days of completing our investigation. If we decide there was no error, we will send you a written explanation.
You may ask for copies of the investigation documents that we used in our investigation. If you need more information about our error-resolution procedures, call us at 833-527-0398 or visit mychangecard.com.
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