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FAQs

What is the Premier Consumer Visa Prepaid Card?

The Premier Consumer Visa Prepaid Card (Premier Consumer Card) is a prepaid general purpose reloadable debit card that must have funds loaded on to it before you are able to use it. Once you load funds on to your Card, you can use it to make purchases in person or online, wherever Visa® debit cards are accepted. You may also use your Premier Consumer Card to withdraw money at ATMs. You are only able to spend or access the amount of money you have available on the card. You can load additional funds on to your Premier Consumer Card when your funds run low. The Premier Consumer Visa Prepaid Card is not a credit card.

When you purchase, register and use your Premier Consumer Card, you accept and agree to follow all of the rules, terms and conditions outlined in the Cardholder Agreement included with the card.

Is the Premier Consumer Card like a checking or savings account?

Your Premier Consumer Card is not a checking or savings account, but it can be used to help you manage your money.

Use it like a checking account
For example, you can load funds on to the card and use it to make purchases or ATM withdrawals. You can also have your paycheck or government benefits check direct deposited to your Premier Consumer Card.

Use it like a savings account
The funds loaded to your Premier Consumer Card do not expire, so you can build up your card balance if you are saving for a large purchase or payment. The maximum value that you can store on your Premier Consumer Card is $XX,XXX.XX. You will continue to be charged a monthly maintenance fee of $5.95 until your card reaches a zero balance.

Funds loaded to the Premier Consumer Card do not earn interest and you cannot write checks.

Are the funds on the card FDIC insured?

Yes, the funds you load to your Premier Consumer Card are insured by the Federal Deposit Insurance Corporation, or FDIC, up to the maximum amount provided by law.

Are there age restrictions on the Premier Consumer Card?

Yes. You must be at least 18 years of age to purchase and register the Premier Consumer Card. A registered cardholder may authorize and allow a person who is not 18 years of age or older to use your Premier Consumer Card. Anyone you authorize to use your Premier Consumer Card is also required to follow all card rules, terms and conditions set forth in the Cardholder Agreement. Please refer to the Cardholder Agreement for all card rules, terms and conditions.

Why do you need my Social Security Number and other personal information when I purchase a Premier Consumer card?

Federal law requires us to obtain, verify and keep records for each person who opens a card account. This law is called the USA Patriot Act and applies to all financial institutions.

ACTIVATION, REGISTERING, PIN, AND MANAGE CARD Do I need to activate the Card that is purchased at a Premier Consumer location?

No, your temporary Premier Consumer Card is activated at the time of purchase by the Premier Consumer branch.

Will the Cardholder need to activate their personalized card they receive in the mail?

Yes, you can follow the instructions on the Premier Consumer Card and carrier to activate your personalized card. Ways to activate a card:

  • Call the customer service IVR number: 1-855-992-5293 and follow the prompts
  • Go to Manage Account and follow the activation instructions
How do I register my Premier Consumer Card online?

After you purchase your Premier Consumer Card, go online and visit the website Manage Account then sign in with the temporary password that you received when you purchased your Premier Consumer Card. This allows you to complete the registration process. The first time you sign in, you will be asked to choose a new, personal password. You will then be able to sign in to the website to check your available balance or view your transaction history.

Keep the Customer Service Number in a safe place. Write down the Customer Service Number and keep it in a place separate from your Premier Consumer Card. This will be very helpful if your Premier Consumer Card is ever lost or stolen. The Customer Service Number is Manage Account.

Keep your contact information current. It is also your responsibility to keep your personal contact information current, including your current email address.

Don’t forget to sign the back of your Premier Consumer Card. The person who purchases the Premier Consumer Card and in whose name the card is issued must sign the back of the card in the designated space.

How do I manage my PIN?

To change your PIN, log on to Manage Account and follow the prompts.

What do I do if my card, PIN or password is lost or stolen?

Please call Customer Service at 1-855-992-5293 IMMEDIATELY if you think your password, your PIN, or your Premier Consumer Card have been lost or stolen, or otherwise compromised.

How do I keep track of the balance on my card?

There are four ways to keep track of your Premier Consumer Card balance:

  • Log in to Manage Account to view your transaction history and card balance. There is no charge for this service.
  • Call Customer Service at Manage Account, and then listen for the “Prepaid Card” prompt.
  • Perform a “Balance Inquiry” at an ATM. The first two balance inquiries per month are free; please see the current fee schedule for the fee for additional “Balance Inquiries” each month.
  • You can also request a 30 -day written history of your account transactions by writing to us at our mailing address. There may be $5.00 fee per request for this service. Our mailing address is: Premier Consumer Prepaid Card (MAV) 455 S. Gulph Rd, Ste 405, King of Prussia, PA 19406.
ADDING MONEY TO MY CARD How do I add money to my Premier Consumer Card?

There are three ways to add additional funds to your Premier Consumer Card:

  • FREE - Add funds (cash) by going to an authorized Premier Consumer location.
  • FREE - Arrange for your employer or benefits provider to make a direct deposit to your Premier Consumer Card. See the FAQ section titled “Direct Deposit to your Card” for more details
  • Green Dot Money Pack

We may change acceptable card funding methods at any time for legal or other reasons.

What are the limits I can load onto the Card?

The minimum amount you may load on an Premier Consumer Card at any time is $10.00. The table below explains the maximum load limits depending upon the method used.

Load Method Account Limit
Cash at Premier Consumer $1,000
Direct Deposit (FREE) $5,000

Please note that the maximum load amount is not tracked by calendar month. For example, if you load your card on October 19, the thirty day period begins that day. We may change these limits at any time without notice to you for security or legal reasons.

How soon is the money I add to the Card available to use?

Cash: Any cash you load on to your Premier Consumer Card is available immediately. This includes cash loaded at one of the authorized Premier Consumer locations.

Direct Deposit: Funds from direct deposits will be available to you on the same day the funds are credited to our bank and are available to us.

Check: Funds from checks could have up to a 10 business day delay before being made available in your Prepaid Card balance.

Can I have my regular paycheck or benefits check direct deposited to my card?

Yes and it is safe and very easy!

Step 1: Logon to Manage Account

Step 2: Print and sign the FREE Direct Deposit form this is prefilled out will all the information your employer or benefits administrator will need

Step 3: Give to your employer or benefits administrator

That’s it, you are ready to go. This can give you peace of mind knowing your funds will be available each pay period on a specific day without delay.

The FREE Direct Deposit form has the account number and routing information you need to provide to your employer or benefits provider. You can also visit one of the authorized Premier Consumer locations or call 1-855-992-5293 to collect this information. Please note that it can take a couple of pay periods to have your deposit made directly to your Premier Consumer Card account.

If you have arranged for a regular direct deposit to be made to your Premier Consumer Card account, you can check your account balance online at Manage Account or call Customer Service 1-855-992-5293 (domestic) to find out if the deposit has been made.

You should get in the habit of regularly checking your balance so you always know how much money you have available on your Premier Consumer Card.

Can I have one-time payments direct deposited to my card?

Yes! You can arrange to have a one-time payment – like an income tax refund check – direct deposited to your Premier Consumer Card. You must provide your Premier Consumer Card account number and the bank routing number to the payor. This is the same information that is provided on the FREE direct deposit form.

HOW TO USE MY CARD How do I use my card to purchase items by signature and PIN?

You can use your Premier Consumer VISA PREPAID Card anywhere Visa Debit Cards are accepted. You can use it either with your 4 digit PIN or by Signature.

Signature Purchase: Swipe your Premier Consumer Card at the point of sale terminal and press “Clear,” “Cancel,” or “Credit” to process your transactions as a signature purchase. Then, sign your name when you are prompted to do so.

PIN Purchase: Swipe your Premier Consumer Card and press “Debit,” then enter your PIN when prompted. To keep your Premier Consumer Card secure, never write your PIN on your card or share your PIN with anyone.

Can I withdraw money by using an ATM?

Yes. The maximum ATM withdrawal amounts are $940.00 per day.. Use the “withdrawal from checking” option on the keypad to withdraw funds at an ATM. Visit any ATM displaying the network logo(s) on the back of your card to withdraw cash. If you use an ATM you may be charged a fee by the individual ATM owner in addition to the fee disclosed in the Premier Consumer Cardholder Agreement.

Can I get cash back on my card when I make a purchase?

Yes, depending on the amount of funds you have available in your Premier Consumer Card account. You may be able to perform this type of cash-back transaction at any merchant that accepts Visa Debit Card payments, but note that not all merchants will permit this type of transaction.

Is there any type of transaction I am not able to make with my Premier Consumer Card?

You cannot use your Premier Consumer Card for online gambling or any other illegal transactions. Please see the Premier Consumer Cardholder Agreement for details.

Can I arrange for a regular recurring payment to a merchant?

Yes. To authorize a one-time automatic payment OR a regular recurring payment from a merchant you must provide the merchant with your 16-digit card account number from the front of the Premier Consumer Card.

You must have funds available in your associated Premier Consumer Card account to cover these payments; your Premier Consumer Card does not carry a credit line.

Are there daily purchase transaction limits on the Premier Consumer Card?

Yes. These limits are described below. You may not exceed the amount of available funds associated with your card account.

Type of Transaction Daily
Signature Transaction $2,500.00
PIN transaction $2,500.00

For security reasons, we may impose additional limits on the amount, number or type of transactions you can make with your Premier Consumer Card, and we may restrict access to your card if we notice any suspicious activity.

Can I make Internet, telephone or mail order purchases?

Yes, you may use your Premier Consumer Card to purchase goods or services over the internet, by telephone or by mail order. These purchases are subject to the following limits:

Type of Transaction Daily
Signature Transaction $2,500.00
PIN transaction $2,500.00

Please make sure to provide the valid address information when making these types of purchases to avoid unnecessarily declined transactions.

Why was my transaction declined online or over the phone when I had enough funds available?

The purchase you made online may have been declined because the address you provided to the merchant is different than the address we have on file for your Premier Consumer Card.

Can I make international transactions and are there any fees?

Yes, you can make international transactions. If you make a transaction in a currency other than U.S. Dollars, Visa® will convert the transaction amount into U.S. Dollars using its currency conversion procedure. Conversion rates and fees will apply. For each transaction made in a country other than the United States or its territories, you will be charged a fee equal to 1 percent of the U.S. Dollar amount of the transaction. For more details, please refer to your Premier Consumer Cardholder Agreement.

You may also use your Premier Consumer Card at international ATM’s if they are a part of a network showing a logo on the back of your card. Please note you will be assessed the appropriate ATM fees as described in your Premier Consumer Cardholder Agreement.

Why was my transaction declined?

The most common reasons a transaction may be declined are:

  • Insufficient funds are available. Please check your funds availability and transaction history.
  • The restaurant or merchant you patronized authorized the transaction for 20 percent more than the original purchase price to cover a possible gratuity.
  • You attempted to use your Premier Consumer Card at a “Pay at the Pump” gas station and there is a temporary hold of $75.00 on your card. Please make sure to pre-pay for any gas purchases with the cashier.
  • There is an extended hold placed on your card from activity at a hotel, car rental, or similar merchant.
SPLIT TRANSACTIONS Can I pay for part of a purchase with my Premier Consumer Card and pay for the other part of the cost with another type of payment?

Some merchants do not allow cardholders to conduct split transactions where you would use your Premier Consumer Card as partial payment for goods and services and then pay the remainder of the balance with another form of legal tender. If you wish to conduct a split transaction and it is permitted by the merchant, you must tell the merchant to charge only the exact amount of funds available on your Premier Consumer Card to the Card. You must then arrange to pay the difference using another payment method. Some merchants may require payment for the remaining balance in cash. If you fail to inform the merchant that you would like to complete a split transaction prior to swiping your Premier Consumer Card, your Card is likely to be declined.

HOTELS, LODGING, RENTALS and “HOLDS” What does it mean when a merchant places a “hold” on my card?

When you use your Premier Consumer Card to pay for goods or services, some merchants (typically car rental companies and hotels) may authorize the transaction in advance; this places a temporary “hold” on your card for the amount of the sale or for an additional amount or percentage greater than the sale amount depending on the individual merchant.

If your transaction is for a high dollar amount, some types of merchants may place extended holds on your card for 10 days (up to 90 days for car rentals). Once your purchase goes through, any excess holds will be removed from your card. If you begin a transaction that requires a hold on your funds and then cancel the transaction, there still may be a temporary hold on your funds for up to ten (10) days or more.

Please note we cannot manually release authorizations or holds without a certified letter or fax from the merchant.

Can I use my Card to reserve a Hotel, Lodging, Car Rental or similar purchases?

Yes, but these companies may authorize, or place a “hold” (as described above) for much more money than the actual cost of the rental car. The reason is that the rental Car Company or hotel won't know if they need to charge you for additional expenses like gas or room service, car or room damage and extra days until you return the vehicle or check-out. These authorized funds will be held and unavailable for you to spend until the final transaction is posted to your statement. This means that you might not have access to these funds for as long as 90 days. To avoid problems our advice is to first call the company and ask them what their policy is regarding the use of prepaid debit cards.

Please note we cannot manually release authorizations or holds without a certified letter or fax from the merchant.

RESTAURANTS, BEAUTY SALONS, LIMOS AND TAXIS How to use my Card at restaurants and other businesses that accept “tips”?

These merchants typically place holds for the amount of the bill plus a percentage (typically 20 percent) for the tip or gratuity. If the amount of the requested hold exceeds the amount of money stored on your Premier Consumer Card, the transaction may be declined. After the final transaction settles any excess holds will be removed from your card.

Can I buy gas with my Card?

Yes, but when you use your Premier Consumer Card at a gas station, be sure to pre-pay the cashier inside before you fill up and tell the cashier the exact amount of gas you wish to purchase with your Premier Consumer card. Do not swipe your card at the pump or you may incur a hold of up to $75.00. We recommend that you always pay the cashier first for the amount of gas you wish to purchase.

RETURNS AND REFUNDS If I am not satisfied with a purchase I made with my Premier Consumer Visa Prepaid Card, may I return the purchase?

All purchases you make with your Premier Consumer Card are subject to the merchant’s return policies. If you are entitled to a refund for any reason, it may be made as a “credit” to your card or you may receive cash. The amount of the refund credit may not be available to you right away – you may have to wait up to five business days from the date of the refund to make sure the amount of the credit has cleared and is available to you to spend.

CARD EXPIRATION AND CANCELING Will my Premier Consumer Visa Prepaid Card ever expire?

There is a “Valid Thru” date on your Premier Consumer Card. You may not use the card after this date. You should receive a replacement card from us before your old card expires. The funds you have available on your Premier Consumer Card remain good even if the “Valid Thru” date passes. The funds will be available on the replacement card. If you do not receive a replacement card before the date on the old card passes, please call Customer Service at 1-855-992-5293.

If we are unable to send you a replacement card for any reason, keep your old card and call Customer Service at 1-855-992-5293.

Can I cancel my Premier Consumer Visa Prepaid Card?

Yes. You may cancel your Premier Consumer Card at any time by visiting your local branch or by calling Customer Service at 1-855-992-5293. If there are any funds remaining on your card, we may issue a check to you for this amount, minus the check issuance fee of $5.95.

We will verify that all card transactions are posted before we process a refund. We reserve the right to investigate all requests for cancellation before issuing any refunds.

Can Premier Consumer cancel my card?

Yes, we reserve the right to cancel your card if you have not used or loaded your card in one year’s time.

We may also cancel your card under the following conditions:

  • If you violate any of the card rules, terms and conditions set forth in the Cardholder Agreement, as may be amended from time-to-time.
  • If you do not pay any necessary fees within forty-five (45) days after they are due.
  • If we believe there is fraud or security risks connected to your Premier Consumer Card.
  • If you decide you do not want to have all card information and notices sent electronically.
  • For any other reason allowed by law.

If we cancel your card, you will not be able to use your card to make purchases or transactions at ATMs. We will issue you a refund.

CARD FEES Will I be charged any fees for using a Premier Consumer Visa Prepaid Card?

Yes. The complete and most current fee schedule is posted at Manage Account. The Cardholder Agreement that came with your card also shows a list of fees; however these may not be the most current, depending on when you purchased your card. Please see check the website at Manage Account to view the current Cardholder Agreement.

When is the monthly program fee deducted from my Card?

Monthly fees are assessed on the first day of every calendar month.

What happens if I don’t use my Card for a few months and there is money still loaded on it?

You will be continued to be charged a monthly maintenance fee until the account balance reaches Zero. If you like you can visit your local branch or call 1-855-992-5293 to have the account closed and a check will be sent to you with the remaining balance minus the $5.95 check issuance fee.

CUSTOMER SERVICE AND DISPUTES How do I report an error on my Card?

Telephone us at the Customer Service Number as soon as you can, if you think an error has occurred in your Card account. We must allow you to report an error until 60 days after the transaction posting date. You may request a written history of your transactions at any time by calling us at 1-855-992-5293 or writing us at Premier Consumer Prepaid Card (MAV), 455 S. Gulph Rd, Ste 405, King of Prussia, PA 19406. You will need to tell us: Your name and Card account number.

Describe the error or transaction that you are unsure about, and explain as clearly as possible why you believe that it is an error or why you need more information. The dollar amount involved and approximately when the error took place.

There is a complete explanation of our process for investigating errors in the Premier Consumer Cardholder Agreement and at Manage Account. Investigating errors takes time, and if it is determined that there was an error on your account it may take time to credit your account for the amount of the error.

How do I get answers to my questions that are not answered in this FAQ?

We know from time to time you may have additional questions. You may email a question to us from the “Contact Us” page at Manage Account or call Customer Service at 1-855-992-5293.

TROUBLE SHOOTING DECLINES and CARD NOT WORKING MESSAGES
  1. Check to make sure the Card is active.
  2. Check the available balance on the Card. Pay close attention to any pending authorizations or “Holds” that may be on the Card.
  3. Incorrect PIN being used. Cardholder can change their PIN by logging in to Manage Account.
  4. Internet and phone purchases may decline if the address provided to the merchant does not match the address registered to the card.
  5. Certain business categories may cause unexpected declines:
    • Gas Station “Pay at the Pump”: Cardholders who use the “Pay at the Pump” automated method may incur a $75.00 authorization. Cardholders should pre-pay with the cashier for the exact amount to avoid any unnecessary holds.
    • Restaurants, Beauty Salons, Spas, Barbers, Taxis and Limos: Typically authorize the card for 20 percent above the purchase amount to cover any potential tip.
    • Hotels, Motels, Resorts and other Lodging: They will often place a significant “Hold” above and beyond the expected room rate to cover potential additional room expenses.
    • Car and Truck Rental: They will often place a significant “Hold” above and beyond the expected room rate to cover potential additional room expenses.
    • Craigslist does not allow Prepaid Card purchases.
Card Benefits
  • Spending control
  • Online payment
  • No need of a good credit history
  • Cash avoidance
  • Card acceptance
  • Safety precaution
  • Debt evasion
  • Load options
  • Guidance