FAQ Solent Abcul Card Contents

Solent ABCUL Pre-Payment Card Frequently Asked Questions

Date May 2011 Version 1.0

Contents

1.1 What is the Credit Union Prepaid Card?

1.2 How does it Work?

1.3 Can anyone have a Credit Union Prepaid Card?

1.4 How do I get one?

1.5 How much does it cost?

1.6 Who are ABCUL?

1.7 Is There a Handbook about it?

2 GETTING STARTED

2.1 What is the application process?

2.2 Is acceptance guaranteed? Are there credit checks?

2.3 What do I need to do before using the card?

2.4 What are the access code and memorable word?

2.5 How do I activate my card?

2.6 How do I get my PIN?

3.1 How do I load my card? How long does it take to go through?

3.2 Can I load the card online or with a direct transfer from another account?

3.3 Where can I use the card?

3.4 Will the card work outside the UK?

3.5 How do I check my balance?

3.6 Does the card have an overdraft facility? Will I earn interest on balances?

3.7 Why doesn’t my name appear on the card?

3.8 Can I give my Credit Union Prepaid Card to someone else?

3.9 Can I have a cheque book?

3.10 Can I set up standing orders or direct debits using the card?

4 CONTACTING ABCUL

4.1 Who do I contact about my card?

4.2 Customer services

4.3 How do I contact Customer Services Also Reporting Lost and Stolen Cards?

4.4 Is there a cardholder website?

4.5 What services are available by text message?

4.6 What if I forget my PIN?

4.7 What if I forget my access code or memorable word?

4.8 How do I report my card lost or stolen?

4.9 What should I do if I suspect fraud or wish to dispute a transaction on my card?

4.10 How do I make a complaint?

4.11 How can I expect my complaint to be handled?

4.12 Our principles for dealing with complaints

4.13 Response timescales

5 FEES AND CHARGES

5.2 Periodic fees

5.3 Transaction fees

5.4 Contact fees