(a) Disclosure by financial institutions of information about obtaining
account information for prepaid accounts (section 1005.18(d)(1)(i)).
You may obtain information about the amount of
money you have remaining in your prepaid account by calling [telephone
number]. This information, along with a 12-month history of account
transactions, is also available online at [internet address].
[For accounts that are or can be
registered:] [If your account is registered with us,] You also have
the right to obtain at least 24 months of written history of account
transactions by calling [telephone number], or by writing us at [address].
You will not be charged a fee for this information unless you request
it more than once per month.
(b) Disclosure of error-resolution procedures for
financial institutions that do not provide periodic statements (section
1005.18(d)(1)(ii) and (d)(2)).
In Case of Errors or Questions About
Your Prepaid Account
Telephone us at [telephone number]
or
Write us at [address]
[or
email us at [email address]]
as soon
as you can, if you think an error has occurred in your prepaid account.
We must allow you to report an error until 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 [telephone
number] or writing us at [address]. You will need to tell us:
Your name and [prepaid account]
number.
Why you believe there is an error, and the dollar amount
involved. Approximately when the error took place.
If you tell us orally, we may require that
you send us your complaint or question in writing within 10 business
days.
We will determine whether an error occurred within 10
business days after we hear from you and will correct any error promptly.
If we need more time, however, we may take up to 45 days to investigate
your complaint or question. If we decide to do this, [and your account
is registered with us,] we will credit your account within 10 business
days for the amount you think is in error, so that you will have the
money during the time it takes us to complete our investigation. If
we ask you to put your complaint or question in writing and we do
not receive it within 10 business days, we may not credit your account.
[Keep reading to learn more about how to register your card.]
For errors involving new accounts,
point-of-sale, or foreign-initiated transactions, we may take up to
90 days to investigate your complaint or question. For new accounts,
we may take up to 20 business days to credit your account for the
amount you think is in error.
We will tell you the results within three business days
after completing our investigation. If we decide that there was no
error, we will send you a written explanation.
You may ask for copies of the documents that
we used in our investigation.
If you need more information about our error-resolution
procedures, call us at [telephone number] [the telephone number shown
above] [or visit [internet address]].
(c) Warning regarding unverified prepaid accounts
(section 1005.18(e)(3)).
It is important to register your prepaid account as soon
as possible. Until you register your account and we verify your identity,
we are not required to research or resolve any errors regarding your
account. To register your account, go to [internet address] or call
us at [telephone number]. We will ask you for identifying information
about yourself (including your full name, address, date of birth,
and [Social Security Number] [government-issued identification number]),
so that we can verify your identity.
