US Bank ReliaCard
ReliaCard Q&A
Nebraska contracts with U.S. Bank to provide this prepaid debit card as a payment option. Nebraska and U.S. Bank are offering the ReliaCard® Visa® debit card to clients and individual service providers (not corporations). The ReliaCard provides a fast, secure, convenient, and efficient payment method.US Bank ReliaCard
What is It?
Q1: How does the ReliaCard work?
A1: The ReliaCard can be used to make purchases everywhere Visa debit cards are accepted (over 20 million merchants nationwide and more internationally), including grocery stores, gas stations, and restaurants. (It cannot be used to rent a car.) It can be used to pay bills, and for online, phone, and mail orders. Cardholders can get cash from over 1 million Visa/Plus® branded Automated Teller Machines (ATMs) or at any bank or credit union accepting Visa. The purchase or cash withdrawal is deducted from the funds on the card.US Bank ReliaCard
Q2: Is it a credit card?
A2: No, it is not a credit card. Unlike a credit card, no credit line will be available with the ReliaCard. You can spend only the funds the State deposits onto the card.US Bank ReliaCard
Q3: How do providers qualify for the card?
A3: No credit approval or bank account is required. The provider completes the FA-100-ES form and returns it to DHHS.
How Do I Sign Up?
Q1: How do I sign up?
A1: Complete the form: the “Authorization for Direct Deposit or The U.S. Bank ReliaCard VISA” (FA-100- ES), and send it to the address indicated on the form.US Bank ReliaCard
Q2: What happens after I send in the FA-100-ES form?
A2: If you choose the ReliaCard, you will receive your ReliaCard within ten days. After you activate your card with a quick phone call, all future payments will be made to the ReliaCard and you will receive an explanation of payments. (If you choose the ReliaCard, your current method of payment will remain the same until after you receive your ReliaCard in the mail and activate your card by establishing a Personal Identification Number, or PIN).US Bank ReliaCard
Updated 10/15/2010 ReliaCard Q&A
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Getting Started with the Card
Q1: When the ReliaCard is sent in the mail, what does the envelope look like? A1: For security reasons, the card is mailed in a plain white window envelope.
Q2: What information or instructions come with the card? A2: 1. Instructions on how to activate the card.
- A cardholder agreement, describing fees and all other terms and conditions of
- Welcome brochure detailing where and how the card can be
- The S. Bank privacy pledge.
- Visa purchase security guide to
Q3: Does the recipient receive a new card every time a payment is due to him/her?
A3: No. Future payments will be deposited automatically onto the initial card. If the card is lost or stolen, call U.S. Bank Customer Service to report it immediately and they will send a new one. The remaining balance from the old card is transferred to the new card. Later payments will be made to the new card.US Bank ReliaCard
Q4: If the cardholder receives child support payments, unemployment compensation, and provider payments, will that cardholder have one card or three?
A4: Individuals who receive payments from different programs will receive separate ReliaCards for each program. The cards are the same design, but different colors for easy identification.US Bank ReliaCard
Q5: If a provider provides child care and also provides another type of service (chore, respite, PAS, or escort services, for example), how are payments processed?
A5: All DHHS provider payments for all services and programs will be paid through the single method the provider selects (direct deposit, or ReliaCard). If a provider selects ReliaCard, all payments for his/her DHHS provider services go to one card.US Bank ReliaCard
Q6: Can the card be used by someone other than the person whose name is on it?
A6: For security, cardholders should never share the PIN or allow anyone else to use their card. A companion card is available, for a fee, for a second family member and may be obtained by calling Customer Service (866-276-5114).US Bank ReliaCard
PIN Questions
Q1: Do I need a PIN to use the card?
A1: No PIN is needed to make signature-based purchases. You must use a PIN for cash withdrawals at ATMs or for requesting cash back with a purchase. You choose your own PIN after you receive the card. For security reasons, it is important that you pick a PIN that only you know. Do not share your PIN or the card with anyone. You should never write your PIN on your card.
Q2: How does a cardholder get a PIN?
A2: The card mailing does not include the PIN. After the cardholder receives the card, he/she must call U.S. Bank customer service at 866-276-5114 to activate the card and select a 4-digit PIN. If he/she does not pick a PIN at card activation, the cardholder must call customer service and request that a PIN letter to be mailed to him/her. The card cannot be used until the cardholder activates the card.US Bank ReliaCard
Getting Cash
Q1: Does the cardholder have to go to a U.S. Bank ATM or U.S. Bank branch to get cash?
A1: No. A cardholder may obtain cash:
- From any of the over 1 million Visa/Plus ATMs throughout the world
- From a teller at any bank or credit union that accepts Visa. To locate a Visa/Plus ATM, see: http://visa.via.infonow.net/locator/global/jsp/SearchPage.jsp
- As cash back with purchases made at over 1 million Interlinkâ merchants throughout the United States, such as grocery and discount stores. Look for the Interlink logo (on the back of the card) displayed on the merchant’s door or check-out counter.US Bank ReliaCard
Q2: Is a cardholder able to add funds to the card? A2: No, only the State can deposit funds to the card.
Customer Service
Q1: Once the cardholder has a ReliaCard, where should they address questions?
A1: For payment questions such as when the next deposit will be made to the card, or what the amount will be, the cardholder should contact the local office. For other questions about the ReliaCard, customer service is available 24x7x365, toll-free at 866-276-5114 (on the card).US Bank ReliaCard
Q2: What happens if the card is lost or stolen?
A2: Cardholders should call, as soon as possible, the toll-free customer service number (866- 276-5114) to report a lost or stolen card. A new card will be issued and any remaining balance will be transferred to the new card. The cardholder will not be responsible for any fraudulent activity that occurs on the old card, if the card is reported missing in a timely manner, and the cardholder has not shared the card or PIN with anyone.US Bank ReliaCard
Q3: How do cardholders check their available balance? A3: 1. View the account online at: www.reliacard.com.
- Call the 24-hour toll-free customer service number (866-276-5114). This number is on
the back of the card.
- Perform a balance inquiry at an
Q4: What services does U.S. Bank’s 24-hour toll-free customer service line (866-276-5114) provide?
A4: 1. Choose/Change PIN (Personal Identification Number)
- Balance inquiry
- Review recent transaction history, including deposits
- Report a card as lost or stolen and have it reissued
- Request a “companion card” for a family member
- Speak to a live representative if additional assistance is needed
ReliaCard Fees
Q1: Are there any fees associated with this card?
A1: Effective July 1, 2009 and described in materials mailed with the ReliaCard:
- No fee for getting cash back on purchase transactions at Interlink
- No fees for cash withdrawals at teller windows at VISA banks or credit
- No fees for cash withdrawals at S. Bank, MoneyPass® and InterCept® ATMs.
- The first withdrawal per month at a non-U.S. Bank ATM is – Additional non-U.S. Bank ATM withdrawals are subject to a $1.25 fee. Note: If a non-U.S. Bank ATM is used, the ATM owner may charge an additional fee.
- If the account is inactive for 270 straight days, a fee of $2.00 per month will be assessed until the balance is $0.00, or the account becomes active again. (A deposit to the card is an )
- No fees for standard card replacement (3-5 business days). A request for expedited card replacement (2 business days) has a $15.00 fee.
- $5.00 fee for a second (companion)
- An overdraft fee of $10.00 will be assessed if the card becomes
- A fee of $2.00 will be assessed to transfer funds from the card to a checking or savings
Q2: Can the ReliaCard be overdrawn?
A2: Normally the cardholder can only use up to the amount of funds available to them. However, under certain circumstances, such as pay-at-the-pump gas dispensers, or restaurants where a tip is added to the bill, the card can become overdrawn. If the card is overdrawn, the cardholder is subject to an over-limit fee of $10.00. Therefore, it is important for cardholders to track account balances to avoid an overdraft fee. Note: As a one-time courtesy, U.S. Bank will reverse this fee if the cardholder calls U.S. Bank customer service to discuss how they became overdrawn and to learn how to avoid the fee in the future.US Bank ReliaCard
Cardholders have the option for overdraft coverage. If a cardholder signs up for overdraft coverage, U.S. Bank may cover ATM and everyday transactions when there is not enough money in the account. If the transaction results in an overdraft, a fee would be assessed. Overdraft coverage may assist cardholders to cover for an unexpected emergency or avoid the inconvenience of having card transactions declined. See the cardholder website for more information or to opt-in for overdraft coverage.US Bank ReliaCard
Keeping Track
Q1: Can the cardholder view the account on-line? Is there a website?
A1: Yes, at www.reliacard.com. The following functions can be performed on-line:
- PIN Change
- Balance inquiry
- View current month’s transactions
- View statements for last 12
- Bill-pay
Q2: Does the cardholder receive a monthly paper statement in the mail?
A2: Yes. The cardholder can also review the transaction history and past statements on-line at www.reliacard.com.
Q3: How do cardholders check their available balance? A3: View the account online at: www.reliacard.com.
Perform a balance inquiry at an ATM.
Call the toll-free customer service number on the back of the card.
Q4: Can the State view or track individual cardholder transaction activity? A4: No. U.S. Bank does not share card account numbers or transaction details
Q5: Can the financial institution let me know if there is a deposit to my account?
A5: You may select (optional) to receive an e-mail or text message when funds are added to your account or when the account reaches, or nears, zero. No charge for e-mails, but small fees for balance inquiry from a mobile phone (25 cents) or text messages to a mobile phone (15 cents)*. Look for the Alerts link for signing up after you have logged into www.reliacard.com .US Bank ReliaCard
- Standard messaging charges apply through your mobile carrier and message frequency depends on account settings.
Miscellaneous
Q1: What happens if a cardholder no longer receives payments from the State?
A1: The State will stop sending payments to the ReliaCard, but the cardholder can continue to use the card until any remaining balance has been used. After benefits are spent, the cardholder should keep the card in a safe place for possible future use.US Bank ReliaCard
Q2: Can I have State funds deposited to a non-U.S. Bank Visa debit card?
A2. Yes. You must provide proof of the financial institution’s routing and debit card account numbers (available from the bank or credit union that issued the card), preferably on financial institution stationery. Attach proof (instead of a voided check) to the FA-100-ES for a direct deposit. Submit to Financial Services attn: Claims Processing, PO Box 95026, Lincoln, NE 68509.US Bank ReliaCard
Q3: What happens if a cardholder decides to switch to having direct deposit into a checking or savings account?
A3: The individual cardholder must complete a written request for change form FA-100 ES. DHHS will notify U.S. Bank to stop sending payments to the ReliaCard, and start deposits to your account. The cardholder can continue to use the card until any remaining balance has been used. It takes two to three weeks to start direct deposit, because we send a test transaction.US Bank ReliaCard