FAQS

When will I receive my Card?

You will receive the card in approximately 14 days from application. Please note that this timeframe also applies to reissues for lost, stolen or expired cards. If you haven't received your card within the 14 days, please contact UNISON Prepaid Customer Services on 0344 846 8064.

Where can I use my card?

You may use the card at any Merchant that displays the Visa Mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards.

How do I activate my card?
You will need to follow the instructions on the card carrier to be able to activate it. Should you experience any issues, please contact the hotline as detailed on your card carrier and the contact us area on the website.

Are there any restrictions on where I can use my card?

There are a few card restrictions such as gambling and adult websites - please see the Terms and Conditions for more information.

Can I use it for shopping online?

Yes, Visa is accepted at most online shopping sites.

Can I spend more than the funds on my card?

No, the payment will be rejected if you have insufficient money on your card to pay for the goods.

What are the spending limits on the non-restricted cards?

The maximum balance limit on the non-restricted card is £4,000 and you will be entitled to an unlimited annual spend.

Will there be a credit check?

No, there are no credit checks. We may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. This will used to confirm your identity not your credit rating.

I have been issued with a restricted card, what does this mean?

At the point of registration we perform an anti-fraud check, which verifies your personal information against the electoral roll, telephone directory, credit lists/active lenders, directors listing, CCJs and mortality databases. Unfortunately if your details do not match one of these during the validation process you may be issued with a restricted card. This means you will have a lower maximum balance limit on the card of £600 and you will be limited to an annual spend of up to £1,600 a year.

How can I upgrade my restricted card?

All you need to do is prove where you live by posting the documentation from the list in your registration email confirming your current address to Card Services, Avalon House, Breckland, Linford Wood, Milton Keynes, MK14 6LD. Please note you will be charged £5 to upgrade your card.

What happens if I lose my card or it is stolen?

You must notify us immediately if your card is lost or stolen. Please call UNISON Customer Services on 0344 846 8064 and select the option for 'lost and stolen'. You should treat this card as cash in your wallet. Please note that if you have lost your card a replacement card fee will apply. For further details please refer to the fees table in the terms and conditions.

What happens if I forget my PIN number?

If you need to request a PIN reminder you can do so by logging on to your online account. Select the "Your Account" tab and "Get a PIN Reminder". Or if you prefer you can call UNISON Customer Services on 0344 846 8064 and select the option for 'forgotten PIN'.

Can I use my card abroad?

Yes, you can use your card anywhere that Visa prepaid cards are accepted, however a 2.5% foreign exchange fee will apply.

Can I get my balance when I am out shopping?

Yes our website is mobile responsive, allowing you to log on and check your balance quickly and easily. You will have full access to your online account via the mobile website application.

What happens if my goods turn up faulty?

Under this prepaid card, your purchases are not covered in the event they suffer from breach of contract or misrepresentation of goods. This does not affect your consumer rights. You would need to complain to the supplier of the goods.

What do I do if I have a complaint?

Complaints regarding any element of the service provided by us should be sent in writing or by email to our Customer Service team

UNISON Prepaid Plus Cashback Card,

39/51 Highgate Road,

London,

NW5 1RT,

England

Tel: 0344 846 8064

Email: customerservices@UNISONprepaid.com

All complaints will be subject to our complaints procedure. We will provide you with a copy of our complaints procedure upon request and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you. If we fail to resolve your complaint to your satisfaction you may refer your complaint to an independent ombudsman by sending a request to Ombudsfin - North Gate II, Boulevard du Roi Albert II 8, bte 2 1000 Brussels, BELGIUM, or via e-mail to ombudsman@ombudsfin.be or phone Tél: +32 2 545 77 70. The following website explains the new complaints process: http://www.ombudsfin.be/en/individuals/introduce-complaint/

My card was declined, what could the problem be?

Have you:-

· Got sufficient funds on the card to cover the purchase?

· Activated the card?

· Used the correct PIN?

My card expires shortly when will I receive my replacement card?

If you are still eligible your new card will be delivered to you before your old card is due to expire. Please ensure that you keep your contact details up to date as the new card will be sent to the address that we have registered for you.

How do I earn cashback?

After receiving, activating and topping up your card with funds you will be able to start spending online or in store at our retail partners to accumulate cashback savings. Our retail partners offer you specific savings when you use your card with them. You can view those savings on your online account. When you next top up anything you have earned previously is automatically credited to your account. It usually takes about 5 - 7 days for your purchases to be processed so please don't worry if not all of your savings appear immediately after you have spent. Sainsbury's is the only exception to this due to their process for calculating savings, meaning the credit can take 3 - 4 weeks to process. Where possible, we will always credit your account as soon as we are advised of the savings to be awarded.

How do I see what I have saved?

You can monitor your monthly and yearly savings on your online account. Each time you top up, any savings you have earned will be added to your card's balance.

Will I get cashback if I spend overseas?

No, unfortunately you only qualify for cashback at UK stores.

Will I earn savings on petrol?

No. You will not earn cashback on any purchase made at petrol stations i.e. petrol or any other shopping.

Will the retailer partners where I earn cashback or the cashback rates change?

Occasionally we change cashback rates and offer special short term offers which are advertised on the website. With regards to retailers, they may occasionally change, however we always aim to offer a comprehensive range where you can earn savings.

Do I get cashback on everything at retail partners?

Some retailers have exclusions on certain purchases - a full list can be found on the website under Retailer Exclusions.

What happens to my cashback if I am no longer eligible?

Cashback that this card offers will only be paid whist you are eligible and therefore will be lost if you become ineligible for the Card.

Will I still receive loyalty points, i.e. Nectar, Advantage?

Yes, all other retailer loyalty schemes and offers can be used alongside your card for cashback.

How do I order an additional card?

Should you require an additional card for your account, you can register one additional cardholder on the 'Get an Additional Card' tab on the website. Please note that this person needs to be living at the same address and charges for this service may vary.

How do the additional cards work?

The additional Card is on your account so both Cards use the same pot of money and any cashback that your additional card earns will be added to your account when the account is next topped up.

When will my Direct Debit load happen?

The funds will be taken from your bank account on the first working day of each month. The money will be available for you to spend on the next working day.

What if my monthly direct debit is not enough?

You can also amend the amount of your direct debit at any time - simply log on to your online account and then select the "Direct Debit" tab.

How do I load additional funds on to my card?

You can top up your card anytime using your debit card. Simply log on and go to the "Top Up Card" tab and select one of the top-up options. Please note there is a fee for certain types of top-ups. There is also the option to set up a monthly direct debit load on a monthly date of your choice via the website.

How do I load additional funds on to my card?

You can top up your card anytime using your debit card. Simply log on and go to the "Top Up Card" tab and select one of the top-up options. Please note there is a fee for certain types of top-ups. There is also the option to set up a monthly direct debit load on a monthly date of your choice via the website.

My top up payment has failed, what would the problem be?

Have you:-

• recently changed address? If so please update this on your online account or send an email to us to amend on your behalf.

• registered with 3D secure or verified by Visa? If not please speak to your bank.

For monthly top-ups please ensure that the debit card registered is still correct and has not expired. To update these details please visit the "Top Up Card" tab and select the monthly top-up option.

My top up payment has failed and the funds have been reserved from my bank?

If the funds have been reserved by your bank and your payment has failed, this should automatically be released back into your account within 3 to 5 working days depending on your bank. If you require the funds to be released sooner, we can arrange a fax to be sent to your bank. Please contact your bank to confirm they will accept this and the details for the fax. Once you have this information contact our customer services team on 0344 846 8064 and we will arrange this on your behalf.

What does contactless mean?

Your card has contactless capabilities for purchases of £30 and under, allowing you to pay for items easily and quickly by tapping your card onto a pay terminal rather than entering a PIN.

How many contactless purchases can I make?

For your security we have restricted the number of contactless purchases that can be made in succession to 10. On the 11th transaction you will be asked to enter your PIN, before you can continue to make more contactless purchases.

What is a dormancy fee?

If you have held the card for more than 24 months but it has been inactive for a period 12 months and there is still a balance on the account, there will be a dormancy fee of £5 per month charged to your account. An inactive account is one where there has been no top-up or spending, for a period of 12 months or more. The dormancy fee will stop as soon as the card becomes active or is cancelled.

What is an expiry fee?

Once your card has expired and has not been requested to be reissued, there will be a £5 expiry fee that will be debited from your available balance.

Can I use my card to withdraw cash?

Yes - you can use your card to withdraw money from cash machines at home and abroad, where you see the Visa Acceptance Mark and where the cash machine is associated with a bank. Additional fees apply for this service, please check the Terms & Conditions.