cashplus Prepaid MasterCard FAQ's

How is the cashplus prepaid MasterCard different from a credit card?

Your cashplus prepaid MasterCard is completely powered by your cash. The money you have in your cashplus prepaid MasterCard account is the money you have to spend.

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Where can I use my cashplus prepaid MasterCard?

You can use your card at 24 million retail outlets and around one million ATM locations worldwide, wherever the MasterCard brand mark is displayed.

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Is my cash secure?

Yes. Your cashplus prepaid MasterCard is Chip and PIN protected for added security. You will receive a Personal Identification Number (PIN) which you use with your cashplus prepaid MasterCard. For your peace of mind, your money is held safely at Broadcastle Bank.

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Can I get a cashplus prepaid MasterCard if I have been made bankrupt or have any County Court Judgements?

Yes - there's no credit check required for a cashplus prepaid MasterCard.

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How much does the cashplus prepaid MasterCard cost?

There is an issue fee of up to £9.95. Other card usage fees apply and these are clearly detailed in the Fee Summary section of your cashplus prepaid MasterCard terms and conditions.

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When will my cashplus prepaid MasterCard arrive?

Your personalised cashplus prepaid MasterCard will be sent to you within 7 to 10 days from application approval. Once you have completed your online application for your cashplus prepaid MasterCard and it has been approved, you will be issued with a cashplus prepaid MasterCard and a Reload card. You can use the card as soon as you've paid the issue fee, your first month's subscription and have topped up the card.

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Can I use my cashplus prepaid MasterCard straight away?

Yes. Once your card is activated and topped up you can use it to pay for whatever you want, wherever MasterCard is accepted.

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How do I reload my card?

Go to any cashplus retail outlet or Post Office^® branch. You can reload your card with any amount between a minimum of £10 up to a maximum account balance of £5,000. Reloads at the Post Office^® are limited to £999 per transaction.

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I don't want to receive text updates after reloading my card at the Post Office^® - what should I do?

Please contact the Customer Services team on 0870 609 2075 and give them your mobile and cashplus card numbers. They will ensure you do not receive the updates when you reload your card in the future.

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Can I get cash from an ATM machine?

Yes. You can get cash from any cash machine that displays the MasterCard brand mark, up to the amount that's on your card. There is a withdrawal fee of £2 per UK transaction (selected ATM owners may charge additional fees).

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Can I use my cashplus prepaid MasterCard to get cash from a bank?

Yes. If there are sufficient funds in your account, you can use your cashplus prepaid MasterCard to get cash over the counter at a bank, subject to a fee of £3 per transaction.

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Can I use my card for everyday purchases?

Yes. You can use your cashplus prepaid MasterCard at 24 million merchants globally to pay for almost anything, as long as you have sufficient funds in your account. Use your card at grocery stores, petrol stations, chemists or even to top up your phone!

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Can I use my card for online shopping?

Yes. You can use your cashplus prepaid MasterCard to purchase goods and services online.

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Can I use my cashplus prepaid MasterCard abroad?

Yes. Your cashplus prepaid MasterCard is welcome wherever the MasterCard brand mark is displayed, at more than 24 million retail outlets globally. You can also use your card to get cash at cash machines all over the world. There is a £3 withdrawal fee per transaction and selected ATM owners may charge additional fees. See terms and conditions for full details.

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Can I get my wages paid directly into my cashplus account?

Yes. Click here to print out our wages payment form. Simply complete this and hand it to your employer to process.

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How can I check my balance?

You can check your balance at anytime by phoning our automated interactive service which is available 24 hours a day, 7 days a week on 0870 609 2075 (calls will be charged at the national calling rate).

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Will I be sent a statement showing my transactions?

You can find out details of your last five transactions by phoning our automated interactive service which is available 24 hours a day, 7 days a week on 0870 609 2075 (calls will be charged at the national calling rate). You can also request a printed paper statement showing your Account transactions for a fee of £5.00.

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Will I have to pay any interest?

No. There is no interest to pay and no late payment fees on your cashplus prepaid MasterCard.

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How do I get additional cards for my family?

It's easy. You can request cards for use by additional cardholders (as long as they're aged 13 or over) for a charge of £9.95 per additional card. Just call Customer Services on 0870 609 2075 or write to PO Box 52768, London. EC3P 3WR. See terms and conditions for full details.

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What happens when my card expires?

The issuers will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please contact Customer Services on 0870 609 2075 to request a replacement. You will not lose any funds in your account if you do not receive a replacement card before your card expires.

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How do I close my account?

You can do this by writing to Customer Services at PO Box 52768, London. EC3P 3WR .

When your notice of cancellation is received, any remaining funds in your account will be reimbursed to you once all your transactions and applicable fees have been processed. If your card has not expired, you may be asked to return the card together with any additional cards issued on your account.

The issuer reserves the right to contact you where appropriate and charge you for all transactions and applicable fees. See terms and conditions for full details.

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Can I create my own PIN?

Yes. When you receive your cashplus prepaid MasterCard you can change your PIN at an ATM.

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What happens if I forget my password or PIN?

Just give Customer Services a call on 0870 609 2075 and they will assist you in creating a new password/PIN.

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What happens if my cashplus prepaid MasterCard is lost or stolen?

If you lose your cashplus prepaid MasterCard or it is stolen, call Customer Services immediately at 0870 609 2075. By following the procedures outlined in the terms and conditions any unauthorised charges on your account will be refunded after you receive a replacement card.

If records show that there is money remaining on your card, they will cancel your card and issue a new one to the address they hold for your account within 10 business days. They will transfer the balance to your account usually within 24 hours.

You may be required to help them, their agents or the police if your card is lost or stolen or they suspect that the card is being misused. Subject to terms and conditions for full details.

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What happens if a transaction that is not mine appears on my account?

If you believe that any of the transactions in which your card was used are unauthorised or you believe a transaction has been incorrectly posted to your account, you may claim a refund of the applicable amount by phoning Customer Services on 0870 609 2075 or by writing to the issuer within 14 days of the date of the relevant transaction.

The issuers reserve the right to investigate all requests for a refund and they may charge an investigation fee. See terms and conditions for full details.

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Who do I contact if my personal details change?

Please contact Customer Services on 0870 609 2075 and they will amend your account records.

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What are your Customer Services opening times?

Customer Services are open Monday to Friday, 8.00am to 6.00pm and Saturday 10.00am to 4.00pm. The Lost and Stolen department is open 24 hours a day, 7 days a week.

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I'm not happy with the service. How do I make a complaint?

If you are unhappy with the way your account is being run, or you believe that a transaction has been incorrectly posted to your account, you should contact Customer Services on 0870 609 2075 so that they can investigate the circumstances as soon as possible.

You can also contact them by writing to Customer Services at PO Box 52768, London. EC3P 3WR.

If they are unable to resolve any complaint through their internal complaints procedure, you may contact the Financial Ombudsman at: South Quay Plaza, 183 Marsh Wall, London. E14 9SR. Telephone: 0845 080 1800. E-mail: enquiries@financial-ombudsman.org.uk

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