24 hour lost and stolen card
helpline
0845 603 7980
Frequently Asked
Questions
Q. Is my ISCU Prepaid Maestro® Card like a normal bank debit card
or credit card?
A. Your ISCU Prepaid Maestro® Card is not a credit card, charge
card or debit card. The ISCU Prepaid Maestro® Card is a prepaid
Maestro® card that carries a variable amount of money based on
the amount loaded onto the card when the ISCU Prepaid Maestro®
Card is purchased or at a subsequent time after purchased. Each
time you use the ISCU Prepaid Maestro® Card, the purchase
amount is deducted from the available ISCU
Prepaid Maestro® Card balance.
Q. When do I get my ISCU Prepaid
Maestro® Card?
A. Unless we notify you otherwise, we will issue your ISCU Prepaid
Maestro® Card within twenty-one days of receiving your order.
Q. What do I
need to do when I receive my ISCU Prepaid Maestro® Card?
A. The ISCU Prepaid Maestro® Cardholder must sign the ISCU Prepaid
Maestro® Card as soon as it is received. You must then activate it
before you can access your account or any funds can be loaded
onto the ISCU Prepaid Maestro® Card.
Q. Can I top up my ISCU
Prepaid Maestro® Card?
A. Yes, you can top up your ISCU Prepaid Maestro® Card account by
contacting your credit union.
Q. How do I load money
onto my account?
A. Once your ISCU Prepaid Maestro® Card has been activated, you can
load funds onto it by contacting your credit union.
Q. When do I get my PIN
number?
A. We never issue your PIN number together with your ISCU Prepaid
Maestro® Card, for security reasons. Your PIN number will be sent
to you separately within three days of sending your ISCU Prepaid
Maestro® Card.
Q.
I have just received my ISCU Prepaid Maestro® Card and it does
not work, why?
A. You will need to activate your ISCU Prepaid Maestro® Card when
you receive it. Please go to the 'activate account' section of the
website to do this. After this you will need to instruct the
credit union to load the ISCU Prepaid Maestro® Card.
Q. My ISCU
Prepaid Maestro® Card has suddenly stopped working, why?
A. This could be for a number of reasons. 1. Your ISCU Prepaid
Maestro® Card is damaged, 2. You have no balance left on your
ISCU Prepaid Maestro® Card and need to
load some more 3. We have blocked the ISCU Prepaid Maestro®
Card for security purposes or on your instructions 4. The ISCU
Prepaid Maestro® Card has expired, please check the expiry date on
the ISCU Prepaid Maestro® Card itself.
Q. Do I receive a
statement?
A. No. However, you can view your current balance and transactions
online free of charge.
Q.
What happens if I need to return an item I have
purchased?
A. Each retail store has its own return policies and will handle
the returns in the same manner as any other Maestro® transaction.
They may credit your ISCU Prepaid Maestro® Card, provide a
cash refund, or a store credit.
Q. Will my ISCU Prepaid Maestro®
Card work abroad?
A. Yes, it will work and with most retailers with electronic
terminals that display the Maestro® acceptance
mark.
Q. Is there a limit to how many ISCU Prepaid Maestro® Cards I can
hold?
A. There is no limit to the amount of ISCU Prepaid Maestro® Cards
you can hold.
Q. How does my ISCU Prepaid
Maestro® Card Work?
A. To pay with your ISCU Prepaid Maestro® Card, simply hand your
ISCU Prepaid Maestro® Card to the cashier, wait a few seconds while
it's passed through the machine, then use your PIN number or
sign a slip. That's it. Your ISCU Prepaid
Maestro® Card is debited straight away and details of the
transaction are stored online for you to reconcile with your
receipt. The dates, locations and amounts all appear on your online
statement, so you can check them easily. You can use your
ISCU Prepaid Maestro® Card to pay
for all sorts of things in all sorts of ways. You can use it
for amounts big or small and at many supermarkets (you can also get
up to £50 cashback with your purchase).
Q.
What are the benefits to holding an ISCU Prepaid Maestro®
Card?
A. Here are just some of the benefits it brings you:
• Over 960,000 places in the UK accept ISCU
Prepaid Maestro® Cards - on the high street, over the phone
and online.
• Since it's accepted almost everywhere, ISCU
Prepaid Maestro® Card saves you the hassle and worry of
carrying lots of cash.
• If you need cash, you can get up to £50 cashback free of charge
with your purchase at many stores - mostly supermarkets.
• There are no pre-set spending limits - except the amount
available on your ISCU Prepaid Maestro®
Card.
• ISCU Prepaid Maestro® Card helps you
to keep tabs on your expenses - your online statement itemises
where & when you used it.
• Having a ISCU Prepaid Maestro® Card
means you can use your ISCU Prepaid Maestro® Card abroad, as well
as at home, to pay for all sorts of things and get cash from
machines.
Fees, terms and conditions apply.
Q. Why is holding a ISCU Prepaid Maestro® Card account good for me
or my adolescents?
A. Your ISCU Prepaid Maestro® Card is a safe way to carry money for
you and your adolescents. If you are the adult your ISCU Prepaid
Maestro® Card is a limited liability payment device for buying
online, over the phone or anywhere. Unlike a debit or credit card,
if the ISCU Prepaid Maestro® Card is lost, stolen or fraudulently
copied then your bank details are not compromised and only the
balance held on the ISCU Prepaid Maestro® Card can be accessed. For
this reason we would advise you to load onto the ISCU Prepaid
Maestro® Card only those funds which you may need it for prior
to use.
If the ISCU Prepaid Maestro® Card is lost, we can replace it. You
will be refunded the amount of any transactions which
investigations show are not authorised by you, provided you have
kept your ISCU Prepaid Maestro® Card and PIN secure, you have
not acted fraudulently, or acted without reasonable
care.
Q. Can I view
my adolescent's spending on the ISCU Prepaid Maestro®
Card?
A. Yes, you can use your login that you created when purchasing the
ISCU Prepaid Maestro® Card for your adolescent to monitor the
spending on the account. This enables you to ensure your
adolescent is using the ISCU Prepaid Maestro® Card safely and
effectively.
Q. How
is the ISCU Prepaid Maestro® Card educational for my
adolescents?
A. Holding a ISCU Prepaid Maestro® Card is a great way to enable
your adolescent to manage their pocket or gift money effectively.
By using the ISCU Prepaid Maestro® Card, your adolescent may
improve knowledge of monthly budgeting of pocket money,
looking after their ISCU Prepaid Maestro® Card, Internet safety,
Internet shopping etc.
Q. Where can the ISCU
Prepaid Maestro® Card be used?
A. You can use the ISCU Prepaid Maestro® Card wherever you see
the Maestro® acceptance mark, including shops, restaurants,
online or on the telephone. Before using the ISCU Prepaid Maestro®
Card you need to make sure there are enough funds loaded on
it. You will not be able to use your ISCU Prepaid Maestro® Card
after its expiry date.
Q. Where can I use my
ISCU Prepaid Maestro® Card in the UK?
A. Over 960,000 places in the UK take Maestro®. You can your
ISCU Prepaid Maestro® Card to buy
things over the Internet, by phone and by mail order. As long as
you have enough money loaded onto your account, you can pay for
whatever you like.
Q. Where can I use my ISCU
Prepaid Maestro® Card abroad?
A. Having a ISCU Prepaid Maestro®
Card means you can shop in over 100 countries
worldwide, as easily as you do in the UK. Having a
ISCU Prepaid Maestro® Card also
lets you get cash from over 900,000 machines across the globe.
For more information on acceptance abroad, visit the Maestro®
international website.
Q. Can I use my
ISCU Prepaid Maestro® Card on the Internet?
A. Yes wherever you see the Maestro® acceptance mark.
Q. What about Internet
Security?
A. Internet shopping is increasingly popular and most reputable
retailers run sites that are safe and secure. However, if you are
concerned about security,
CardWatch offers some simple guidelines to follow when buying
online. These should ensure that your shopping is as safe as it
would be on the high street.
Q.
What are my rights as a Consumer when shopping online?
A. Consumer protection rights apply to purchases made online, just
as they do to those made on the high street. If you have problems
with an online purchase or retailer, visit the Office of Fair
Trading site - the Consumer Information Section has details of your
rights.
Q. Will I
earn interest on my ISCU Prepaid Maestro® Card balance?
A. You will not earn any interest on any funds loaded on your ISCU
Prepaid Maestro® Card.
Q.
What do I need to do if any of my personal details
change?
A. You must let us know as soon as possible by using the 'contact
us' facility on the website if you change name, address, phone
number or e-mail address. If we contact you in relation to
your ISCU Prepaid Maestro® Card, for example, to notify you that we
have cancelled your ISCU Prepaid Maestro® Card or to send you a
refund by cheque, we will use the most recent contact details
you have provided to us. Any e-mail to you will be treated as being
received as soon as it is sent by us. We will not be liable to
you if your contact details have changed and you have not told
us.
Q. How do I cancel my ISCU
Prepaid Maestro® Card?
A. You have a legal right to cancel your ISCU Prepaid Maestro® Card
for 14 days after you receive the ISCU Prepaid Maestro® Card. Under
these terms and conditions, you also have the right to cancel
your ISCU Prepaid Maestro® Card at any time after this 14 day
period. If your ISCU Prepaid Maestro® Card is cancelled, we will
immediately block your ISCU Prepaid Maestro® Card so it cannot
be used.
You will not be entitled to a refund of money you have already
spent on transactions authorised or pending or any fees for use of
the ISCU Prepaid Maestro® Card before the ISCU Prepaid
Maestro® Card is cancelled or expires. You can cancel your ISCU
Prepaid Maestro® Card by sending an email to us using the "contact
us" function on the Website and confirming that you have
destroyed your ISCU Prepaid Maestro® Card by cutting it up.
If you cancel your ISCU Prepaid Maestro® Card, we will arrange for
any unused funds on your cancelled ISCU Prepaid Maestro® Card to be
refunded to you (by sending a cheque to your last notified
home address), once all transactions and fees have been deducted,
including the refund fee.
We may also cancel your ISCU Prepaid Maestro® Card immediately if
we suspect fraud or misuse of the ISCU Prepaid Maestro® Card or we
have any other security concerns or we need to do so to comply
with the law. If we do this, we will tell you as soon as we can
after we have taken these steps. If we cancel your ISCU Prepaid
Maestro® Card, you must tell us what you want us to do with
any unused funds within three months of the date we tell you your
ISCU Prepaid Maestro® Card is cancelled.
Q. What happens
if my ISCU Prepaid Maestro® Card is lost or stolen?
A. You should treat your ISCU Prepaid Maestro® Card like cash in a
wallet. If it is lost or stolen, you may lose some or all of your
money on your ISCU Prepaid Maestro® Card, in the same way as
if you lost your wallet. As a result, you must keep your ISCU
Prepaid Maestro® Card safe and not let anyone else use it. If you
are issued with a PIN, you must immediately memorise it and
destroy the notification. You must keep your PIN secret at all
times. Do not write it down or reveal it to anyone.
We recommend that you check the balance on your ISCU Prepaid
Maestro® Card regularly online at the Website. You can see your
ISCU Prepaid Maestro® Card balance and most recent
statement of transactions online at any time by selecting the
"balance" button on the Website and completing the security
details.
If you lose your ISCU Prepaid Maestro® Card or it is stolen or you
suspect that your ISCU Prepaid Maestro® Card has been used by
someone, you must tell us as soon as you can by calling us our
24 hour helpline 0845 603 7980. We will then cancel your ISCU
Prepaid Maestro® Card. If you ask us to do so, we will ask the
police to investigate any suspected misuse of your ISCU
Prepaid Maestro® Card and they may need more information and
assistance from you.
We will refund the amount of any transactions which the
investigations show are not authorised by you, provided you have
kept your ISCU Prepaid Maestro® Card and PIN secure. However,
if the investigations show that any disputed transaction was
authorised by you or you have not kept your ISCU Prepaid Maestro®
Card or PIN secure, we will not refund the transaction amount and
will charge you an administration fee of £5.00.
Q. Can
I have the balance on my ISCU Prepaid
Maestro® Card refunded to me?
A. Provided that any unused funds loaded on your ISCU Prepaid
Maestro® Card are not invalid and you have at least £6.50 loaded on
your ISCU Prepaid Maestro® Card, we will refund the unused
value at any time. When we process a refund, we will deduct a fee
of £4.99 before doing so.
We will send a cheque to your last notified address or arrange an
electronic transfer to a bank account nominated by you. However, to
enable us to comply with our legal obligations, we may ask you
to provide us with certain information before we can process your
refund request.
Maestro®
is a registered trademark of MasterCard® International Incorporated
and affiliates. This card is issued by Newcastle Building Society
pursuant to license from MasterCard® International
Incorporated.
Newcastle Building Society is authorised and regulated by the
Financial Services Authority (
www.fsa.gov.uk/register
) and is entered in the Financial Services Authority Register under
registration number
156058