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Statewide Collection & Disbursement Unit

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1. Are there any charges for using my Pennsylvania EPPICard?

As of March 2006: If you ask for cash withdrawal from a teller at any financial institution that displays the MasterCard brand mark you should not be charged a fee. If you withdraw funds from a Wachovia or PNC Bank ATM there is no surcharge, but there will always be a communication line fee of $0.95 for use of the network. There is a $0.50 fee for balance inquires at an ATM. Banks other than Wachovia and PNC may also charge an ATM surcharge fee for balance inquires. An ATM surcharge is different from a communication line fee and may or may not be charged when you use an ATM to get cash. You will always be advised about this fee before it is charged. You may choose to cancel the withdrawal and go to another ATM that does not surcharge or you may continue with your withdrawal.

2. Can I use my Pennsylvania EPPICard as a bank account?

No, you cannot make your own deposits into your EPPICard™ MasterCard account.

3. Do I have to have a bank account to use my Pennsylvania EPPICard

No. You do not have to have a bank account, and no credit check will be performed.

4. Do I have to get a Pennsylvania EPPICard?

If you decide you do not want a card, you may have your funds direct deposited into a personal bank account. If you want to use the direct deposit option, contact you local Domestic Relations office or Pennsylvania SCDU. Either location will provide the appropriate form for you to complete. Completed Direct Deposit forms must be sent to PA SCDU for processing.

5. Do I have to use the ATM to get cash at a bank displaying the MasterCard logo?

No, you do not have to use the ATM. You can get cash back at any bank displaying the MasterCard logo. Go to the teller and ask for the desired amount of cash that is available to you. You will not be charged a fee to get cash from the teller. Do not ask for a cash advance.

6. Do I need to change the name on my card if I get married?

You need to contact your local DRS if you are receiving child support and your name has changed. The DRS will update the statewide child support system with your new name.

7. How do I activate by Pennsylvania EPPICard?

Simply call the EPPICard Customer Service line at 1-800-304-1669 to activate the card. This phone number is on the back of your new card. You will be asked to choose a PIN to activate your card. After this phone call is completed your card will be ready to use to make purchases or to withdraw cash.

8. How will I know how much money is in my Pennsylvania EPPICard account?

You can call EPPICard customer service at 1-800-304-1669 to check your balance. You may check your balance online at www.EPPICard.com. You may also use an ATM to perform a balance inquiry. There is a $.50 fee for balance inquires. There may also be a surcharge fee if the inquiry is not performed at a WACHOVIA or PNC bank ATM. (Updated 3/06)

9. I have been using my Pennsylvania EPPICard for a while now, and want to switch to direct deposit. How do I do this?

Contact PA SCDU at 1-877-727-7238.

10. I received the Pennsylvania EPPICard but I want my support money deposited to my bank account rather than to the card . What should I do with the card?

If you received the Pennsylvania EPPICard support payments received will be deposited to the card until your direct deposit enrollment process is completed. Please keep the card, activate your PIN as directed on the card and check your card balance. Once PA SCDU receives your correctly completed direct deposit enrollment form direct deposit should begin in about 10 business days. If, at any time, you cancel or stop direct deposit, your support payments will again be disbursed to your EPPICard.

11. I think I got some mailers, but since I wanted to continue receiving checks, I threw the mailers (and the EPPICard) away. Now I’m not getting my support checks any longer. What should I do?

If you did not sign up for Direct Deposit, and you are no longer receiving support checks, it is possible that you have support money on your PA EPPICard. You may access PA SCDU (PA Support Collection & Disbursement Unit) to see if support payments have been made for you, and if the support payments have been disbursed to EPPICard. If support payments have been disbursed for you to the EPPICard, you must call the EPPICard 800 number and request a replacement card.

12. What do I do if I think the balance of my Pennsylvania EPPICard is incorrect?

You should call customer service at 1-800-304-1669 if you have any questions regarding the balance of your account, or any transactions associated with your account.

13. What happens if I enter the wrong PIN number?

You have a total of four tries to enter the correct PIN. If you are confused and enter the wrong number, you can try three more times. After four consecutive incorrect tries, the machine displays a “locked” message. The card is locked until midnight. If you remember your PIN, you may simply use your card the next day. This is to protect your benefits if the card is stolen and attempts are made to use the card. If you do not remember your PIN, you can call customer service at 1-800-304-1669 and select a new PIN.

14. What if I do not sign up for direct deposit?

You will be automatically sent a Pennsylvania EPPICard if you do not sign up for direct deposit.

15. What if I forget my secret code or PIN?

If you did not write it down in a secure place at home and you cannot remember it, call customer service at 1-800-304-1669 and select a new PIN.

16. What if I get an error message that reads Insufficient Funds?

Insufficient Funds means you have tried to spend more than you have on your Pennsylvania EPPICard. If you feel this error message is incorrect, call 1-800-304-1669 for assistance.

17. What if my card will not work?

Broken, cracked or damaged cards need to be replaced. Call 1-800-304-1669 and report that you have a problem with your Pennsylvania EPPICard. A replacement card will be sent directly to your mailing address.

18. What is a PIN?

PIN means Personal Identification Number. Your PIN is a 4-digit number. Always keep your PIN private. You must select a PIN to activate the EPPICard when you receive your card in the mail. If you lose your card and get a replacement card, you must activate the replacement card and you will need to select a PIN again. You may select the same PIN if you want. As an additional protection against the back of your card in ink or put a note on the card to always ask for photo ID.

19. What should I do if I lose my Pennsylvania EPPICard?

Call 1-800-304-1669 when you realize that your card is missing. This puts a hold on your account and no one will be able to use the card. If you find your card after you report it to customer service, you will not be able to use the original card. You must wait for the replacement to arrive in the mail. Your first replacement will be issued at no charge. However, each time after the first time that you request a replacement card you will be charged a fee of $5.00.

20. When do I call 1-800-304-1669?

Anytime you need any information about your Pennsylvania EPPICard. This number is available 24/7. Call Customer Service if you need to:

• Ask questions about card use
• Change your PIN
• Check you balance
• Discuss international card use
• Register a complaint about a card issue
• Report lost or stolen cards
• Report that your card was not received in the mail
• Review transaction history

If you have questions regarding anything else about your child support case (such as enforcement, modifying your support order) you must call your local county Domestic Relations Office.

21. Where do I call if I have questions about my Pennsylvania EPPICard?

For anything related to your Pennsylvania EPPICard please call 1-800-304-1669. Write that number down in your telephone book. It is also printed on the back of your Pennsylvania EPPICard. If you are calling from a location outside of the US please call collect 1-801-933-8542.

22. Where can I find a bank that accepts / displays the MasterCard logo?

You can call PA SCDU Customer Service at 1-877-727-7238 during regular business hours to request this information. Information on bank and ATM locations is also available at Master Card Locator.

23. Where can I shop or get cash with my Pennsylvania EPPICard?

Look for the MasterCard® logo. This logo shows that the store accepts your EPPICard™ MasterCard. To get cash, look for the MasterCard logo, which will be displayed on over 892,000 ATMs located throughout the world. Many retailers that accept Maestro, in addition to grocery stores, will let you get cash back with purchases. Certain businesses place a hold on your available funds until your transaction clears. This can take one or two days for the funds to be released. Hotels and car rental agencies do this because when you use your card with them the transaction may not be finalized by you until days later.

24. Who should I contact if I have a problem getting cash from a teller at a MasterCard bank?

The number to call for anything related to your Pennsylvania EPPICard is 1-800-304-1669. You will need to provide the name of the bank, and the branch office where the problem occurred. During regular business hours, Monday through Friday you can also contact SCDU Customer Service at 1-877-727-7238.

25. Will I get a monthly statement showing what I spent?

You may request a monthly statement. One will not be automatically sent to you. To request a statement, you must call EPPICard customer service. You can also access information regarding your Pennsylvania EPPICard at www.EPPICard.com.

26. Will my card still work when my child support case closes?

Your card will work until the balance on the card is $0.00.