THE CREDIT UNION PREPAID CARD OPERATIONS MANUAL
Date June 2012 Version 1.7
© ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS
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THE CREDIT UNION PREPAID CARD OPERATIONS MANUAL (1.7)
Contents 1
CHANGES IN THIS VERSION OF THE MANUAL ......................................................................................................................................... 4
2
INTRODUCTION .......................................................................................................................................................................................................... 5
3
4
5
6
2.1
What is a prepaid card? ................................................................................................................................................................................................................ 5
2.2
About the Credit Union Prepaid Card .................................................................................................................................................................................. 5
2.3
Who is involved?.............................................................................................................................................................................................................................. 5
2.4
Contact information ....................................................................................................................................................................................................................... 6
2.5
Updates to the Operations Manual ......................................................................................................................................................................................... 6
PRODUCT SPECIFICATION .................................................................................................................................................................................... 7 3.1
Product profile .................................................................................................................................................................................................................................. 7
3.2
The card .............................................................................................................................................................................................................................................. 8
3.3
Fees and charges for credit unions .......................................................................................................................................................................................... 9
3.4
Fees and charges for cardholders ............................................................................................................................................................................................. 9
3.5
Restrictions ......................................................................................................................................................................................................................................10
3.6
Cardholder security codes: access code, memorable word and PIN.....................................................................................................................11
OPERATING PRINCIPLES AND REQUIREMENTS...................................................................................................................................... 13 4.1
Responsibilities of the parties involved.................................................................................................................................................................................13
4.2
Treating Customers Fairly .........................................................................................................................................................................................................13
4.3
Customer service infrastructure.............................................................................................................................................................................................14
4.4
Implementation requirements..................................................................................................................................................................................................15
4.5
Marketing ..........................................................................................................................................................................................................................................17
ISSUING, LOADING AND RECONCILING ................................................................................................................................................... 18 5.1
Application, issue and activation..............................................................................................................................................................................................18
5.2
Know Your Customer checks .................................................................................................................................................................................................19
5.3
Loading the card.............................................................................................................................................................................................................................20
5.4
What to do if a customer changes their mind ..................................................................................................................................................................21
5.5
Reconciling and reporting ..........................................................................................................................................................................................................22
MANAGING CARDS AND CARDHOLDERS ............................................................................................................................................... 24 6.1
Cardholder enquiries ...................................................................................................................................................................................................................24
6.2
Division of responsibilities .........................................................................................................................................................................................................24
6.3
Telephone support .......................................................................................................................................................................................................................26
6.4
Email support...................................................................................................................................................................................................................................28
6.5
The cardholder website..............................................................................................................................................................................................................28
6.6
SMS (text messaging) service....................................................................................................................................................................................................30
6.7
Complaints .......................................................................................................................................................................................................................................31
6.8
Lost & Stolen ...................................................................................................................................................................................................................................33
6.9
Fraud ...................................................................................................................................................................................................................................................33
6.10
Disputes and chargebacks ..........................................................................................................................................................................................................34
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7
6.11
Replacement cards ........................................................................................................................................................................................................................34
6.12
Card cancellations and refunds................................................................................................................................................................................................36
6.13
Ordering more cards...................................................................................................................................................................................................................37
USING THE WEB PORTAL .................................................................................................................................................................................... 38 7.1
Overview ..........................................................................................................................................................................................................................................38
7.2
Obtaining your login details ......................................................................................................................................................................................................38
7.3
Login ....................................................................................................................................................................................................................................................38
7.4
Issuing new cards ...........................................................................................................................................................................................................................40
7.5
Cardholder search ........................................................................................................................................................................................................................41
7.6
Viewing cardholder account details .......................................................................................................................................................................................43
7.7
Viewing transactions for a card ...............................................................................................................................................................................................44
7.8
Activating cards ..............................................................................................................................................................................................................................45
7.9
Loading individual cards (instant load) ..................................................................................................................................................................................45
7.10
Recurring loads...............................................................................................................................................................................................................................47
7.11
Reporting cards lost or stolen .................................................................................................................................................................................................49
7.12
Sending access code and memorable word reminders by SMS ................................................................................................................................49
7.13
Updating customer details .........................................................................................................................................................................................................51
7.14
Viewing daily loads ........................................................................................................................................................................................................................52
7.15
Bulk loads ..........................................................................................................................................................................................................................................52
7.16
Logout ................................................................................................................................................................................................................................................56
7.17
Help with using the web portal ...............................................................................................................................................................................................56
APPENDIX A: MEMBER APPLICATION FORM (SAMPLE) ................................................................................................................................ 57 APPENDIX B: CUSTOMER COMPLAINTS POLICY STATEMENT ............................................................................................................... 58 APPENDIX C: KNOW YOUR CUSTOMER (KYC) POLICY ............................................................................................................................ 60 APPENDIX D: PREPARING THE BULK LOAD FILE ............................................................................................................................................. 66
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1 Changes in this version of the manual This version of the manual contains the following changes: Section(s)
Change
3.6.1
Memorable word no longer required to load the card or access account details via the web portal
3.6.3
Credit unions can now issue access code and memorable word reminders using the web portal
5.3
Diagram updated to show that memorable word is not required to load the card
7.5.2
Memorable word override added
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2 Introduction Thank you for choosing to offer the Credit Union Prepaid Card, from ABCUL, to your members. This Operations Manual tells you all you need to know about the card, its features and how to manage it day-to-day. We designed our card carefully to provide your members with a simple, safe way to participate in an increasingly card-based economy, and as a safer, more convenient way for you to issue the money you loan to your members.
2.1 What is a prepaid card? A prepaid card is a prefunded payment card. Cardholders ‘load’ money onto the card, which can then be used to buy goods and services, or withdraw from ATMs, in the same way as a debit card. Prepaid cards do not have an overdraft facility Prepaid cards are an emerging market in the UK but there are already many providers out there. Being simpler, prepaid cards offer fewer ways to generate revenue than products such as current or savings accounts. Providers usually recoup their costs through combination of transaction charges typically for loading or withdrawing cash - or through monthly or annual fees.
2.2 About the Credit Union Prepaid Card The Credit Union Prepaid Card is a Visa prepaid card, offering full functionality including cashback at point-of-sale. Unlike other prepaid cards it is designed exclusively for credit unions and their members and is offered through ABCUL, a not-for-profit trade association. This means the costs are lower, the charging structure is clearer, the processes are simpler, and the future evolution of the product will always reflect the priorities of credit unions.
2.3 Who is involved? There are three additional companies involved in delivering the Credit Union Prepaid Card:
Fidelity Information Services (FIS) is our processor. FIS provide the IT and processing infrastructure behind the card, monitoring and recording transactions.
Clydesdale Bank plc is the card issuer.
Visa is our payment network. (Prepaid card providers choose between Mastercard or Visa.)
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2.4 Contact information 2.4.1 Details for credit unions All enquiries from credit unions should be directed to ABCUL using the details below. By telephone (Mon-Fri, 9am-5pm)
0161 832 3694
By email
[email protected]
By post
Credit Union Prepaid Card, ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS
2.4.2 Details for cardholders Cardholder enquiries that cannot be answered in the credit union can be referred to one of the options listed below. Customer services (Advisers available Mon-Fri, 9am-5pm; automated line always available)
0207 263 3706 (UK) 0044 207 263 3706 (Overseas)
Lost & Stolen (Always available)
0845 467 4260 (UK) 0044 845 467 4260 (Overseas) 0044 207 281 3888 (Overseas if 0845 numbers not accepted)
By email
[email protected]
By text
57887 (see 6.6 for SMS services)
Online
www.mycarddetails.com/cucard
By post
Credit Union Prepaid Card, ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS
2.5 Updates to the Operations Manual ABCUL will update this Operations Manual as required. Participating credit unions will receive new manuals by email. They will also be available to download from the members’ area of the ABCUL website, www.abcul.coop. Smaller changes or addendums may be issued as email bulletins prior to a fuller update.
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3 Product specification This section sets out the features of the Credit Union Prepaid Card, as well as its fees and charges and its restrictions.
3.1 Product profile Available to
Credit union members residing in the UK
Minimum age Other cardholder requirements Card expiry
18 A telephone capable of receiving text messages, eg a mobile 3 years from production
ATM withdrawals
Yes, all Visa ATMs
Point-of-sale transactions
Yes
Point-of-sale cashback
Yes
Loads
Yes, instant loading in the credit union (online loads under review)
Overdraft
No
Credit interest
No
Debit interest
No
Statements
Online transaction history; last three transactions via SMS or telephone; paper statements also available on request
Cheque book / Paying-in book
No
Automated credits via BACS
Not currently available
Electronic Fund Transfers
Not currently available
Standing orders
Not currently available
Direct debits
Not currently available
Foreign transfers
No
Bankers’ drafts
No
Cardholder website
Yes
SMS service
Yes
Contact centre
Yes
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3.2 The card 3.2.1 Front Generic credit union logo and text
Chip
16-digit card number (PAN)
First 4 digits of PAN
Visa logo Credit union name
Expiry date (mm/yy)
(Cardholder name does not appear on the card)
3.2.2 Back
Magnetic stripe
Signature strip 5432 123
Visa hologram
Last 4 digits of PAN and 3-digit CVV no.
Compliance / lost & stolen text
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3.3 Fees and charges for credit unions The Credit Union Prepaid Card is available to credit unions at an item cost of £3.50. The minimum order is 100 cards.
3.4 Fees and charges for cardholders 3.4.1 Card fees Card cost (returned to the credit union)
£3.50
Card activation
Free
Card renewal
Free
Damaged card replacement
Free*
Lost/stolen card replacement
Free*
PIN retrieval (SMS/Telephone)
Free
*ABCUL reserves the right to charge a £3.50 replacement fee if a card is repeatedly damaged or lost
3.4.2 Periodic fees Joining fee
Free
Monthly fee
Free
Annual fee
Free
Inactive fee (per month inactive)
None
3.4.3 Transaction fees Card load
50p
Point of sale (UK)
Free
Point of sale (Overseas)
50p + 1%
ATM withdrawal (UK)
75p
ATM withdrawal (Overseas)
£1.50 + 1%
Balance enquiry (excluding SMS/call cost)
Free
Card unload (on closure)
Free
Disputes and chargebacks
Free
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3.4.4 Contact fees Contact centre cost per min
Local rate
Lost & stolen line cost per min
Local rate
SMS fee
Paper statement retrieval
50p (PIN retrieval and activation are both free) Free
3.5 Restrictions To protect cardholders against fraud and ensure the Credit Union Prepaid Card is operated in a compliant manner, ABCUL has set certain restrictions in the way the card can be used and how often. These restrictions should not be noticed by the majority of cardholders. Volumes will be monitored by FIS on an automated basis. 3.5.1 Load restrictions Maximum card balance
£3,500
Maximum load per transaction
£3,500
Minimum load per transaction
£5
Maximum loads per day
3
Maximum load value per day
£3,500
3.5.2 Transaction restrictions Maximum purchase value Maximum cash withdrawal value Maximum purchases per day (volume) Maximum purchases per day (value) Maximum cash withdrawals per day (volume)
£3,500 £300 15 £3,500 10
Maximum cash withdrawals per day (value)
£300
Maximum purchases over 4 days (volume)
60
Maximum purchases over 4 days (value) Maximum x cash withdrawals over 4 days (volume) Maximum cash withdrawals over 4 days (value)
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In addition to the volume and value limits set out in the table, the following transaction restrictions also apply:
The Credit Union Prepaid Card cannot be used to purchase ‘quasi cash’, ie goods that can be treated like cash such as casino chips and online gambling accounts. This is to help prevent both fraud and the setting up of ‘continuous authorities’, which could take the cardholder overdrawn.
The Credit Union Prepaid Card cannot be used to make payments to payday lenders. This is to help prevent the setting up of ‘continuous authorities’, which could take the cardholder overdrawn.
Transactions that cannot be authorised online, eg at offline terminals, will be declined. This is to prevent cardholders becoming inadvertently overdrawn.
The Credit Union Prepaid Card cannot be used to buy fuel from pay-at-pump chip and PIN machines. These facilities do not authorise the full amount of the transaction, so risk allowing cardholders to become overdrawn.
There is no fallback-to-signature authorisation and the card cannot be used in manual credit card impression (“zip-zap”) machines.
3.6 Cardholder security codes: access code, memorable word and PIN 3.6.1 Access code and memorable word After applying for a Credit Union Prepaid Card, credit unions send cardholders their access code and memorable word by text message. The codes are generated through the web portal (see section 7) and the functions of each are as follows:
The access code is a six-digit number that cardholders will need when they use the text message or automated telephone service (see sections 6.6 and 6.3). Cardholders can use these services to: -
Activate their card Retrieve their PIN or hear a reminder Make balance enquiries Find out about recent transactions
The memorable word cardholders receive will initially be a system-generated mixture of letters and numbers. Cardholders should use the memorable word to register on the cardholder website, where they will be able to change it to something more familiar, such as their mother’s maiden name. -
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3.6.2 PIN Cardholders will need their 4-digit PIN (personal identification number) to withdraw cash from ATMs and to make purchases with their card in person. Cardholders can change their PIN at most ATMs that show the Visa logo. Cardholders can retrieve their PIN – or hear a reminder at any time - in one of two ways:
Using the automated telephone service (see section 6.3) Cardholders should call 0207 263 3706. Cardholders will be asked for their 16-digit card number, then their 6-digit access code. After entering both cardholders should select option 3 to hear their 4-digit PIN.
Using the text message service (see section 6.6). Cardholders should text CUCARD PIN then their access code and last four digits of their 16-digit card number to 57887. An example is shown below: CUCARD PIN 123456 9876
3.6.3 If cardholders forget their security codes Cardholders who forget their 6-digit access code or memorable word should contact the credit union. Credit unions can use the web portal to issue reminders by text message (see section 7). Cardholders who forget their 4-digit PIN can use the automated telephone service or text message service to receive a reminder (see section 6).
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4 Operating principles and requirements This section sets out the principles for operating and managing the Credit Union Prepaid Card, including the division of responsibilities between the parties involved.
4.1 Responsibilities of the parties involved Credit unions will:
Ensure that the card is operated in a compliant manner, in accordance with the guidelines set out in this document and Credit Union Prepaid Card – Agreement for Credit Unions that was signed when the first cards were ordered.
Issue and load cards as required, recording transactions on the web portal.
Transfer the total value of loads to ABCUL by 8pm on the day they take place.
Handle cardholder enquiries, resolving product-based queries as appropriate and referring other issues to ABCUL. Section 6.2 shows how customer service responsibilities are divided.
ABCUL will:
Monitor and manage the delivery of the product, including through third parties.
Provide credit unions with support and guidance during office hours by telephone and email.
Operate a central point of contact – by telephone and email – for cardholders whose enquiries cannot be resolved by their credit union.
Manage complaints in accordance with the guidelines set out by the Financial Ombudsman Service (FOS).
Resolve as quickly as possible any flaws or errors in the administrative process, including those caused by IT problems or contracted third parties.
4.2 Treating Customers Fairly ABCUL has designed the Credit Union Prepaid Card in full compliance with Treating Customers Fairly (TCF), an FSA initiative that safeguards the fair treatment of customers of financial services providers. The six TCF ‘outcomes’ set out by the FSA, which all financial services providers must adhere to, are shown in the following table:
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The FSA’s six TCF outcomes 1
Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
2
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
3
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
4
Where consumers receive advice, the advice is suitable and takes account of their circumstances.
5
Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
6
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
4.3 Customer service infrastructure The diagram overleaf illustrates the customer service infrastructure behind the Credit Union Prepaid Card. In this diagram and in others in the document, ABCUL is represented in light blue, FIS is represented in light green, and Clydesdale Bank is represented in light red.
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ATM (Visa) Cash withdrawal Balance enquiry PIN changes
Clydesdale Bank Point of Sale (Visa) Purchases Cashback
SMS Card activation PIN retrieval Balance enquiry Transaction enquiry
Lost & stolen line Lost and stolen reports Fraud reports
Management information
FIS FIS (Fidelity Information Services) process all prepaid card transactions and account interactions. FIS also supply the cardholder website, the SMS and IVR services, and the lost and stolen telephone line outside of office hours.
Management information
£
Balance enquiry Transaction enquiry Amend contact details View T&Cs/FAQs Email customer services
Transaction and cardholder data
CARDHOLDER INTERACTION
Cardholder website
Clydesdale is the sponsor bank. It has no direct role in servicing customers but will receive management information and will ensure FSA compliance
Management information
ABCUL ABCUL oversees the performance of the card and sets pricing, features, T&Cs, etc, on behalf of its member credit unions.
ABCUL also handles telephone calls, emails and complaints from cardholders and credit unions during office hours
Contact Centre Card activation (IVR) PIN retrieval (IVR) Balance enquiry (IVR) Transaction enquiry (IVR) All other enquiries Complaints
Calls from cardholders and credit unions during office hours – and all complaints – are handled by ABCUL
Credit Union Application Card issue Load Balance enquiry Transaction enquiry Amend contact details Product enquiry
ABCUL handles and fulfils card orders for participating credit unions
See section 6 for more information about how to deal with enquiries from cardholders.
4.4 Implementation requirements The Credit Union Prepaid Card is a deliberately simple product and little is required in terms of implementation. 4.4.1 Accessing the web portal Issuing, loading and managing cards is operated through a simple web portal. Credit unions will need a PC running Internet Explorer 7 or newer, or Firefox 3.5 or newer. Apple Macs running Safari 5 or newer are also supported. For best results we recommend using Firefox.
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To maintain a high level of security, credit unions are asked on the card order form to provide static, external IP addresses for any internet connection they wish use. A simple Q&A to help understand IP addresses is as follows: What is an IP address? The IP (Internet Protocol) address is a unique identifier, automatically given to devices that connect to an internal network or to the internet. IP addresses consist of four numbers interspersed by full stops. Why do credit unions need to register IP addresses? As a security measure the prepaid card web portal checks the IP address of each credit union before they are allowed access. Credit unions need to register their external IP address – ie the address the credit union’s router uses when it connects to the internet - in advance. There will typically be one IP address per branch location but as many addresses as required can be registered. How can credit unions find out what their IP address is? Credit unions can check their external address through their web browser by navigating to www.whatismyip.com. Because this is an external website, accessed via the internet, it will always return the address needed. In the event of problems it is worth going through this step again to make sure the correct address is registered. What is the difference between a static and non-static (dynamic) IP address? A static IP address is one that doesn’t change. A non-static or dynamic IP address is one that can change periodically. Typically this happens when an internet service provider (ISP) such as BT allocates IP addresses to its customers from a regularly changing pool of addresses. How does this affect access to the web portal? To access the portal credit unions need a static IP address. Most credit unions, indeed most businesses, will have a static address already (it is more common for domestic internet connections to use non-static addresses). Credit unions can check which they have by simply asking their IT support or by contacting their ISP. What if credit unions have a non-static IP address? Credit unions with non-static IP addresses will need to contact their ISP and switch to a static address. In effect this can mean switching from a domestic internet setup to one designed for businesses, and as a result there can be a small charge. BT’s is typically around £5 per month. 4.4.2 Daily transfers to ABCUL Credit unions will also need to transfer the total value of each day’s loads to ABCUL by close of business on the day they take place. To ensure these transfers are instantaneous, credit unions should hold a bank account with the Co-operative Bank for this purpose (see 5.5.2). We recommend credit unions use online banking or, where available, Financial Director to make this transfer.
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4.4.3 Preparation and training Finally, credit unions should set aside some time to familiarise themselves with the product and the web portal before issuing the card. One way to do this is to issue cards to cards to credit union staff before offering them to the wider membership.
4.5 Marketing ABCUL will issue marketing packs to help promote the Credit Union Prepaid Card to credit union members, including text that you can use in newsletters, in flyers and on posters. Credit unions should not create their own marketing material for the Credit Union Prepaid Card.
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5 Issuing, loading and reconciling The Credit Union Prepaid Card is designed to allow application, issue and loading to take place in the credit union, straight away. This section explains the process for issuing and loading cards, as well as compliance requirements and what to do if a customer changes their mind. Section 5.5 covers reconciliation and reporting.
5.1 Application, issue and activation The diagram below illustrates the basic process for application, issue and activation.
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Notes: Step 1: an electronic copy of the application form is provided by ABCUL. Step 5: although loading the card means that the customer accepts the T&Cs, customers have up to 14 days to change their mind and receive a refund of the card purchase cost and any remaining available balance. Section 5.4 contains more information. Step 6: the access code is required to activate the card or retrieve the PIN. The memorable word is required to register on the cardholder website. For more information on the access code and memorable word, see section 3.6.1. Step 7: to activate by telephone, cardholders should call 0207 263 3706 and follow the instructions. The access code will be required. To activate by text, cardholders should text “CUCARD ACTIVATE” followed by their access code and last four digits of their card number to 57887. Credit unions can activate cards through the web portal (see section 7.8), though it is recommended that cardholders activate by text or telephone service to familiarise them with using these services. Step 7a: cardholders can retrieve their PIN by telephone or SMS. To retrieve the PIN by telephone, cardholders should call 0207 263 3706. To retrieve the PIN by text, cardholders should text “CUCARD PIN” then their access code and last four digits of their card number to 57887.
5.2 Know Your Customer checks Before a Credit Union Prepaid Card is issued, Know Your Customer (KYC) checks must have been completed in line with the guidance set out in the KYC policy (see appendix C). The basic process is outlined in the diagram below. KNOW YOUR CUSTOMER
Yes
2a. KYC reference On the application form, record the member’s membership number and date of KYC check. Retain the application form in branch.
1. Has the member already undergone KYC checks?
No
2b. KYC checks Undertake KYC checks in accordance with the Credit Union Prepaid Card KYC policy document (see notes).
3. KYC reference On the application form, record the member’s membership number and date of KYC check. Retain the application form in branch.
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Notes: Steps 2a and 2b: the full Credit Union Prepaid Card KYC policy appears in appendix C. These checks are regulatory requirements and are the same as those that apply to all financial products, including other credit union products such as savings accounts and loans Step 3: the application form will service as a record that appropriate KYC checks have taken place. Once completed it should be retained in the credit union for as long as the person continues to hold a Credit Union Prepaid Card, and for a further seven years afterwards.
5.3 Loading the card Loading the card takes place in the credit union and is processed instantly for the cardholder. At the close of business each day, credit unions must transfer the amount of total value of that day’s loads to ABCUL. The day 2 process is shown below for information only, and will only apply to credit unions in the event of discrepancies, positive or negative, in daily transfers. Please note: failure to transfer amounts owed could result in suspension of the product. DAY 1: LOAD REQUEST
DAY 2: ABCUL RECONCILIATION
1. Cardholder request Cardholder requests a load.
1. Data from FIS ABCUL receives data from FIS, totalling loads in all participating credit unions.
2. Online entry The load is processed through the web portal, either as an individual load (credits immediately) or as part of a bulk load (credits within 30 mins).
3. End-of-day process Credit union transfers total value of day’s loads to ABCUL (section 4.5).
2. ABCUL checks ABCUL checks totals against transfers received from credit unions.
3. Exceptions ABCUL contacts credit unions in the event of any discrepancies.
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Notes: Day 1, Step 1: currently, the Credit Union Prepaid Card can only be loaded in the credit union. Day 1, Step 3: the total value of loads must be transferred to ABCUL by 8.00pm daily (see 5.5).
5.4 What to do if a customer changes their mind Customers can change their mind within 14 days of purchasing their Credit Union Prepaid Card and receive a refund of the purchase cost as well as any remaining balance. Transaction costs incurred during the 14-day cool-off period cannot be refunded. CARDHOLDER CHANGES MIND
1. Cardholder request Cardholder contacts the credit union to cancel their card.
2. Contact ABCUL The cardholder is advised to contact ABCUL on 0844 855 2460 .
3. Cancellation ABCUL stops the card and adjusts balance to zero.
Yes
4. Does the cardholder have an account with the credit union?
5a. Refund to account ABCUL contacts the credit union and advises the total amount to be refunded to the account (purchase fee + outstanding balance). The customer is issued with a receipt.
No
5b. Refund by cheque ABCUL refunds the total amount (purchase fee + outstanding balance) by cheque, posted to the customer.
6a. Settlement ABCUL credits the credit union with the amount of the refund as part of the daily settlement process.
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Notes: Step 2: credit union staff can call ABCUL on behalf of cardholders, but must hand over the call when personal security details are required. Step 4: cardholders who hold savings accounts should be encouraged to use the account for refund purposes. However, cardholders who specifically request a refund by cheque are entitled to do so. Step 5a: credit unions can issue a receipt using their own stationery. This step is to ensure that a record of the refund is retained. Step 6a: credit for any refunds given will be added to the balance of the daily settlement. If loads exceeding the value of the refund have taken place on the same day, the credit union may deduct the value of the refund from that day’s transfer to ABCUL. If loads do not exceed the value of the refund, ABCUL will transfer the amount owed to the credit union.
5.5 Reconciling and reporting 5.5.1 End-of-day process The Credit Union Prepaid Card is designed to be operated with the minimum end-of-day administration. Credit unions simply need to transfer their daily load total to ABCUL. The diagram on the right illustrates the basic process. 5.5.2 Guidelines for making the daily transfer
END-OF-DAY PROCESS
1. View daily load report At the close of business, the credit union views the Daily Load Report using the web portal (section 6.11).
We recommend using online banking or, where available, Financial Director to make the transfer.
Transfers should be made by BACS or CHAPS to sort code 08-90-00, account number 50104587-56.
Transfers made at close of business on a Monday should include any loads processed over the weekend.
Credit unions should use their credit union name as the transfer reference.
Day 2
Credit unions who don’t have a Co-operative Bank account should inform ABCUL by telephone (see 6.3.1) if their daily transfer exceeds £1,500.
3. ABCUL reconciliation ABCUL reconciles transfers against FIS MI; ABCUL contacts the credit union in the event of discrepancies.
Credit unions who regularly expect to transfer amounts in excess of £1,500 are advised to use a Co-operative Bank account for this purpose.
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2. Transfer to ABCUL by 8pm The credit union transfers the total load amount – minus any refunds (section 4.5) - to ABCUL’s bank account by 8pm.
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5.5.3 Resolving problems with the daily transfer Credit unions with Co-operative Bank accounts may experience problems making the daily transfer by telephone if the credit account (ie the ABCUL account) is not recognised. For this reason we recommend making the transfer each day using online banking or, where available, Financial Director. However, credit unions that prefer to make the transfer by telephone should ensure they request an ‘internal transfer’ rather than a ‘bill payment’. This will ensure the transfer is accepted. 5.5.4 Card fees owed to credit unions At the end of each month, ABCUL will calculate the total number of £3.50 card fees that are owed to credit unions. The total figure will be transferred back to the credit union’s account. The credit union will be advise of the date of transfer and the amount. 5.5.5 Management information Management information packs will be emailed to participating credit unions each month. Credit unions with specific MI requirements that aren’t covered should email
[email protected]. 5.5.6 MLRO compliance confirmation To satisfy the regulator that the Credit Union Prepaid Card is being operated in a compliant manner, all credit unions may from time-to-time be required to re-confirm compliance. When this is required, ABCUL will provide a template statement through which credit unions will confirm compliance with applicable FSA regulations. These requirements are the same as those in place for other credit union financial products, such as savings accounts and loans. The statement should be signed by the designated Money Laundering Reporting Office (MLRO). The MLRO is unlikely to be a full-time position in the credit union, but is the member of staff with responsibility for FSA compliance in areas such as money laundering and financial crime. The statement should be returned to: Credit Union Prepaid Card ABCUL Holyoake House Hanover Street Manchester M60 0AS
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6 Managing cards and cardholders This section focuses on how the Credit Union Prepaid Card will be managed day-to-day. It includes subsections on dealing with enquiries from cardholders, an overview of contact centre, online services and SMS (text message) services, and information about replacing cards or closing accounts.
6.1 Cardholder enquiries The Credit Union Prepaid Card is a product for Credit Union members, and has been designed to help credit unions support their members in the management and usage of their card. As well as providing their own knowledge of the product, credit union staff can support their members with cardholder enquiries in the following ways:
Providing the member access to their card balance and transaction history through the web portal.
Keep cardholders up to date with the product through Information provided by ABCUL. This includes this operations manual, but also updated FAQ sheets and email bulletins, which will be issued as required.
Cardholders can also use telephone and online services themselves. These include a cardholder website, an automated 24/7 telephone service and an SMS service. For all other enquiries, ABCUL provides a central point of contact. Credit unions and customers alike should call 0207 263 3706 (option 4) or, for non-account-based queries, email
[email protected].
6.2 Division of responsibilities The table overleaf sets out the options for managing different categories of cardholder enquiry.
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Enquiry type
Automated line
Cardholder SMS service website
Credit Union Web portal
Manual
Lost & stolen line
Customer service adviser
Account management Balance enquiry
Recent transactions
Address change
Telephone number change
Query on use abroad
Forgotten access code
Forgotten memorable word
Formal complaint
*
Close account
KYC issues
Card management Card activation
Damaged card
Lost/stolen card
Card reported found
Card retained by ATM
Card expired
New card not received
C’holder requests name on card
3.2.1
PIN Management New PIN / PIN reminder
PIN not received
5.1
PIN change
Transactions Transaction not authorised
*
Pending transaction query
*
Load request
Load not credited
*
Fee query
*
Card acceptance problem
*
Fraud and disputes Unauthorised transaction
Disputed transaction Account takeover
* Enquiry can be raised using ‘contact us’ section of cardholder website. ** Cardholders can call the lost & stolen line outside of office hours to stop their card if they suspect fraud. This should be followed up with a call to the ABCUL customer services line as quickly as possible (see 6.9).
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Enquiry type
Automated line
Cardholder SMS service website
Credit Union Web portal
Manual
Lost & stolen line
Customer service adviser
Website queries General advice
6.5
Forgotten password
Forgotten login ID
Automated line General use
6.3.2
6.6
SMS service General use SMS failures
6.3 Telephone support 6.3.1 Telephone support for credit unions Credit unions who need support or guidance about any aspect of the Credit Union Prepaid Card should call ABCUL directly on 0161 832 3694 between 9.00am and 5.00pm, Monday to Friday. Other cardholder enquiries can be referred directly to ABCUL on 0207 263 3706 (option 4). 6.3.2 Telephone support for cardholders ABCUL provides telephone support for cardholders through an automated service, available at all times, and a staffed helpline, available between 9.00am and 5.00pm Monday to Friday, excluding bank holidays. The telephone number of both lines is 0207 263 3706. After calling, cardholders will be asked to enter security details and will then hear a series of options. Popular enquiries can be resolved through the automated service; more complex issues can be resolved through the staffed helpline. The diagram overleaf illustrates the menu structure of the automated telephone service, including how to be transferred to a customer service adviser. Please note: calls may be recorded or monitored for quality and training purposes.
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CARDHOLDER CALLS CUSTOMER SERVICES 1. Enter PAN Cardholder will be asked to enter their 16-digit card number.
PAN is not valid
1a. Call declined The caller will be advised that the PAN is not valid and the call will be ended.
Code is not valid
2a. Call declined The caller will be advised that the code is not valid and the call will be ended.
Card is not activated
3a. Activation The caller will hear a message advising them that their card has been activated,
PAN is valid 2. Enter access code Cardholder will be asked to enter their access code (see 5.1). Code is valid 3. Activation check The system will check whether the card has been activated
Card has already been activated
4. Main menu The caller will be transferred to the main menu and will use the keypad to select from four options
OPTION 1 Balance enquiry Callers will hear the available balance on the card.
OPTION 2 Recent transactions Callers will hear their last 3 transactions (description, amount and date).
OPTION 3 PIN advice Callers will hear a reminder of their 4-digit PIN.
OPTION 4 Speak to adviser Callers can speak to adviser (within office hours)
Mon-Fri 9am–5pm
Repeat menu Callers can press option 1 to hear the information again, or option 2 to return to the main menu.
Transfer to adviser The caller is transferred to a customer services adviser
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Outside office hours
Closed message The caller is advised to call back during office hours
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6.4 Email support 6.4.1 Email support for credit unions Credit unions who need support or guidance about any aspect of the Credit Union Prepaid Card can email ABCUL directly at
[email protected]. Emails will be replied to within one working day. 6.4.2 Email support for cardholders Cardholders with simple, non-account-based queries can email ABCUL directly at
[email protected]. Emails will be replied to within one working day. Cardholders with accountrelated queries must contact ABCUL by telephone (see 6.3.2) to allow appropriate security checks to be made.
6.5 The cardholder website Cardholders can access the cardholder website at www.mycarddetails.com/cucard. The website has the following functions:
Register card Login Balance enquiry View recent transactions Amend details Report card lost or stolen View T&Cs and FAQs Contact customer services
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6.5.1 Home screen Cardholders will see the screen below as soon as they connect to the website. The home screen contains options to register the card and log in, as well as contact customer services and view FAQs, T&CS and fees.
6.5.2 Registering On their first visit to the website, cardholders should register their card using the 16-digit PAN, the 3-digit CVV number (see 3.2.2) and the memorable word that was sent to them by SMS at the time of application. The memorable word can subsequently be changed. During the registration process cardholders will create a login ID and password, which they will use to access their account thereafter. 6.5.3 Login After registering their card, cardholders should log in to the website with their login ID and password each time they visit. The login screen includes function to request a password reminder, which will be emailed to the cardholder’s registered email address. After logging in, account balance and transaction information becomes available, alongside options to amend personal and security details and report cards lost or stolen.
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6.5.4 Contact Us Cardholders can email customers services using the ‘Contact Us’ option on the left-hand side of the screen. Cardholders can also email
[email protected]. A response will be provided within one working day.
6.6 SMS (text messaging) service Cardholders can use text messages to access the following services:
Card activation Balance enquiry Recent transactions PIN advice
6.6.1 Registering for the SMS service Cardholders do not need to register to use the SMS service but will need to have provided a mobile phone number, either at application or at a later date, and the number must have been added to the customer’s account and must be in the correct format. Credit unions can add this number by updating customer details through the web portal (see section 7).
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6.6.2 Using the service To use the SMS service, cardholders need to send messages in a specific format to 57887 and will need to include their access code and the last four digits of their PAN. The table below shows SMS message formats and associated charges.
Function
Message format
Charge
Card activation Activate card after purchase
CUCARD ACTIVATE [access code followed by last 4 digits of PAN]
Cardholder’s standard rate
Example: CUCARD ACTIVATE 123456 9876 Balance enquiry Find out available balance
CUCARD BAL [access code followed by last 4 digits of PAN]
Cardholder’s standard rate + 50p
Recent transactions See description, amount and date of the last three transactions
CUCARD TXN [access code followed by last 4 digits of PAN]
Cardholder’s standard rate + 50p
PIN advice Receive a reminder of the 4-digit PIN
CUCARD PIN [access code followed by last 4 digits of PAN]
Cardholder’s standard rate
6.7 Complaints 6.7.1 Definition A complaint, as defined by the FSA, is: “Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service.” Complaints can involve - but do not always involve - claims of financial loss, personal distress or inconvenience. Eligible complainants include not only current cardholders but also former cardholders, those who have been denied access to the product, or even non-cardholders who have concerns with literature or processes surrounding the product. 6.7.2 Directing complaints Anyone with a complaint about the Credit Union Prepaid Card should be directed to ABCUL using one of the options set out in the table below.
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By telephone (cardholders only) (Advisers available Mon-Fri, 9am-5pm)
0207 263 3706, Option 4 (UK) 0044 207 263 3706, Option 4 (Overseas)
By email (cardholders only)
[email protected]
Online (cardholders only)
www.mycarddetails.com/cucard/contact_us
By post (all complainants)
Credit Union Prepaid Card, ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS
6.7.3 Complaint responses All complainants will receive a written and signed response on ABCUL headed paper. If the complaint was placed by email, the reply may also be by email in the form of a scanned PDF document. In all other cases the reply will be sent by post. ABCUL investigates every complaint as thoroughly as possible and it is not always possible to send a detailed response straight away. Complainants can expect replies according to the following maximum timescales set out in the following table.
Max timescale
Response
Within 5 working days of receipt
Full response or acknowledgement letter ABCUL will always respond to a complaint within five working days of its receipt. If the complaint has been investigated and a conclusion reached, this will be a full response. If more investigation is required, this will be an acknowledgement letter with a named contact and an indication of the likely time before a conclusion is reached.
Within 4 weeks of receipt
Full response or further update If a complaint is acknowledged after five working days but not resolved, ABCUL will always provide a further update within four weeks of initial receipt of the complaint. If the complaint has been investigated and a conclusion reached, this will be a full response. If more investigation is required, this will be a progress update and a further indication of the likely time before a conclusion is reached.
Within 8 weeks of receipt
Full response If a complaint is still not resolved after the four week update, ABCUL will always provide a full response within eight weeks of initial receipt of the complaint.
6.7.4 Appeals If a customer is dissatisfied with the final response to their complaint, they may appeal the decision. Customers should contact ABCUL using one of the options set out in 6.7.2. ABCUL will provide a full response to the appeal within a further four weeks.
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This response will include a leaflet explaining how to refer cases to the Financial Ombudsman Service (FOS) in the event that the customer remains dissatisfied. 6.7.5 Referrals to the Financial Ombudsman Service (FOS) Customers are entitled to take complaints to the Financial Ombudsman Service (FOS) at any time. Complaints can be referred to FOS using one of the options set out below. By post
Financial Ombudsman Service, South Key Plaza, 183 Marsh Wall, London E14 9SR
By telephone
0845 080 1800
6.7.6 Complaints policy statement A written customer complaints policy statement, which should be made available to customers, can be found in appendix B.
6.8 Lost & Stolen Cardholders who need to report their card lost or stolen should call 0845 467 4260 immediately. The line is always open and the call will be routed straight through to an adviser, who can stop the card and make appropriate checks. Replacement cards can be obtained from the credit union (see 5.10). 6.8.1 Lost & Stolen reporting outside the UK From most countries cardholders can call 0044 845 467 4620 to report their card lost or stolen. However, certain countries’ telephone systems do not accept calls to numbers with an 0845 prefix. Where this is the case, cardholders can call 0207 281 3888.
6.9 Fraud Credit Union Prepaid Cards are monitored at all times to detect fraud and cardholders will be contacted directly if fraud is suspected. If a cardholder or credit union suspects fraud, they should contact customer services straight away, using option 4 to speak to an adviser. If the call is outside of office hours, cardholders can contact the lost and stolen line to block their card with immediate effect. This should be followed up with a call to customer services as soon as possible.
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6.10 Disputes and chargebacks Disputes (where a cardholder wishes to dispute a transaction or amount on their card) and chargebacks (where a refund of a transaction on the account is sought) will be handled by ABCUL and FIS on behalf of cardholders. If a cardholder wishes to dispute a transaction or amount on their Credit Union Prepaid Card – or request an update on an outstanding dispute - they should contact customer services, using option 4 to speak to an adviser. Disputes and chargebacks must not be handled by credit unions.
6.11 Replacement cards Credit unions can issue cardholders with replacement cards in each of the following scenarios:
The card is lost The card is stolen The card is damaged The card has expired The card has been stopped due to suspected fraud
The following diagram illustrates the process for issuing replacement cards.
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A. REPLACING A CARD THAT IS LOST, STOLEN, DAMAGED OR HAS BEEN STOPPED
1. Call to customer services Cardholder calls customer services, using option 4 to speak to adviser, to report the card lost, stolen or damaged
2. Proceed to credit union ABCUL advise the cardholder to proceed to their credit union to obtain a replacement card.
B. REPLACING A CARD THAT HAS EXPIRED
1. Card approaches expiry Card reaches one month before expiry
2. ABCUL checks ABCUL check recent load, withdrawal and spend history.
The card has been used in the last 5 months 3. Credit union selects new card Credit union selects a new card from their stock (see notes).
3a. Reissue by post A new card is sent to the cardholder by post. The balance is transferred automatically.
4. Credit union contacts ABCUL Credit union contacts ABCUL directly (see 5.3.1). Credit union confirms cardholder ID and new PAN number.
The card has not been used in the last 5 months
If yes
3b. Cardholder contact ABCUL contacts the cardholder and asks if they would like a new card.
If no 4. Card expires The card expires and no replacement is provided.
5. Balance transfer ABCUL transfers any outstanding balance from the old card to the new and advises if a fee applies (see 2.4.1).
6. Card issue The credit union issues the new card to the customer; advises customer that they need to activate the card and register as a new card on the cardholder website.
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Notes: Process A, step 3: if a credit union has run out of cards, the credit union should advise ABCUL, who will post a card to the member. In this scenario, however, the card will not show the credit union name, though it can be loaded and managed through the credit union as normal.
6.12 Card cancellations and refunds Cardholders can cancel their cards and obtain remaining balances at any time. The refund process illustrated below - is designed to allow balances to be credited to credit union savings accounts where possible. A. CARD CANCELLATION
B. CARDHOLDER DOES NOT RENEW AT EXPIRY
1. Cancellation request Cardholder calls customer services, selecting option 4, to advise that they wish to cancel their card.
1. Contact cardholder ABCUL writes to cardholder 28 days after expiry, advising balance will be returned if they do not call to renew.
2. Card stopped ABCUL stop the card and advise the customer that any remaining balance will be refunded.
2. Card cancelled 56 days after expiry, ABCUL adjusts the card balance to zero and issues the refund.
The cardholder has a credit union savings account
The cardholder does not have a credit union savings account
The cardholder has a credit union savings account
The cardholder does not have a credit union savings account
3a. Refund The cardholder is advised that the refund will be credited to their credit union savings account.
3b. Refund The cardholder is advised that their outstanding balance will be refunded by cheque. Address details reconfirmed.
3a. Refund The cardholder is notified by SMS or email that the refund will be credited to their credit union savings account.
3b. Refund ABCUL returns the outstanding balance to the cardholder by cheque.
4. ABCUL contacts credit union ABCUL contacts the credit union to advise that the card has been cancelled and the savings account should be credited.
4. ABCUL contacts credit union ABCUL contacts the credit union to advise that the card has been cancelled and the savings account should be credited.
5. Settlement ABCUL credits the credit union with the refund amount as part of the daily settlement.
5. Settlement ABCUL credits the credit union with the refund amount as part of the daily settlement.
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Notes: Process A, step 2: If the card is cancelled within 14 days, the total amount refunded will include any remaining balance and the card cost, but not any transaction fees incurred. Process A, step 3a: refunding to the credit union savings account is quicker and more efficient than refunding by cheque. However, if a cardholder with a savings account specifically requests a refund by cheque, step 3b may be followed instead. Process A and B, step 3b: refunds by cheque will provided within 14 days. Process A and B, step 5: each day, credit unions must transfer daily load amounts to ABCUL. Where a refund has been given and conjunction with ABCUL, credit unions may subtract the value of the refund from the daily transfer. If the refund amount exceeds the total value of loads, ABCUL will credit the credit union the following day.
6.13 Ordering more cards Credit unions who wish to order more cards can do so at any time by calling ABCUL directly on 0161 832 3694 between 9.00am and 5.00pm, by emailing
[email protected], or by completing the card order form provided before launch. Completed forms should be returned to: Credit Union Prepaid Card ABCUL Holyoake House Hanover Street Manchester M60 0AS
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7 Using the web portal 7.1 Overview Credit unions can issue and manage cards through a specially designed web portal available at: https://www.corporatecardweb.com/web/abcul/login To use the portal credit unions will need a PC running Internet Explorer 7 or newer, or Firefox 3.5 or newer, or a Mac running Safari or Firefox. Firefox is the recommended browser. Credit unions will also need to have provided their IP addresses to ABCUL. The corporate portal has the following functions:
Login Issue new cards Activate new cards Cardholder search View cardholder details View account details, including balances and transactions Load cards individually or in bulk Report cards lost or stolen Send access code and memorable word reminders View daily loads
7.2 Obtaining your login details ABCUL will provide login details before the first order is delivered. To obtain further login details for the web portal, credit unions should contact ABCUL with names of the users they would like to be able to access the web portal. ABCUL will provide login details by email and will usually require that new users change their password on first login. Credit unions can contact ABCUL on 0161 832 3694 between 9.00am and 5.00pm, Monday to Friday, or by email at
[email protected].
7.3 Login After registering, users should log in to the portal with their username and password each time they visit. After logging in, users will see the access menu, through which they can choose Card Search, Instant Issuance, Load Report and Logout.
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After logging in users will see the Card Search screen, from which they can navigate to different areas of the site using the blue bar at the top, or search for cardholders using the boxes provided (see 7.5). Notes:
Users have three login attempts before they are locked out. Credit union users who become locked out should call ABCUL on 0161 832 3694 to unlock their login details.
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7.4 Issuing new cards Credit unions can issue new cards using the Card Issue menu option, after which they will see the screen below.
Note: minimum load at issue is £5.00. Click Calculate before submitting the member’s details.
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Notes:
Cardholders must load a minimum of £5 at card issue. You should take payment from the cardholder and transfer to ABCUL at the end of the day as part of the daily settlement process (see section 5.5).
7.4.1 Providing cardholders with their security details Once the card is issued, credit unions should provide the cardholder with their access code and memorable word by text message, following the process set out in section 7.12. This will enable the cardholder to activate their card and register on the cardholder website. Remember that the memorable word will not be ‘memorable’ when first generated, but cardholders can change their memorable word after registering on the cardholder website (see 6.5.2), using the Your Details section. 7.4.2 Activating cards after issue Before a card can be used it must be activated. It is recommended that cards are activated using the text message or telephone service (see section 5.1, notes) to help familiarise cardholders with these services, but credit unions can also activate cards through the web portal (see section 7.8).
7.5 Cardholder search 7.5.1 Card Search menu To undertake functions for existing cardholders, credit unions must first find the cardholder through the web portal. This is done by selecting the Card Search menu option, after which users will see the screen below.
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Notes:
Users can search using any combination of the search criteria but at least one field must be present. Firstname and First Line of Address are designed to allow searches to be refined so can only be used in combination with one of the other fields.
Users can perform a ‘like’ search on Surname, First Name, Postcode, Email address and First Line of Address. To do this, enter the first few letters of the search criteria and the search will return all records where the field begins with those letters. For example, entering ‘Mc’ in the Surname field will return records for ‘McPherson’, ‘McDonald and ‘McGreevy’ among others.
Searches using Card Number can use the last four digits of the number or the full 16-digit number.
After searching users will see all matching records. Click on the card number to see the required record.
7.5.2 Verifying the cardholder After identifying the required record through the Card Search screen, users will be asked to verify cardholder security data through the screen shown below. At this point the credit union can enter the cardholder’s memorable word or, if ID checks have already taken place, users can skip this step by clicking the ‘Override’ button.
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7.6 Viewing cardholder account details After searching for a cardholder and verifying their security details, the web portal will display the Your Accounts screen. From this screen users can:
View all cards belonging to the cardholder View transactions for each card Activate cards Load cards Report cards lost or stolen Send access code and memorable word reminders
The Your Accounts screen is shown below.
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7.7 Viewing transactions for a card To view transaction history for a card, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click the View Transactions button next to the card. This will display the Your Transactions screen, shown below.
A summary of the information in the Your Transactions screen is shown in the table below.
Information
Description
From Date/To Date
The start and end date of the period for which the transactions are displayed. Users can change these dates by editing them or selecting from the calendars and clicking Go.
Header line
The header line shows the currency of the account, the last four digits of the card number, the open-to-buy (OTB) balance and associated date. The OTB is the amount available to spend and takes into account any pending transactions. The Total, shown in the final column, is the balance before any pending transactions.
Date column
The date on which the transaction took place.
Reference
The system-generated reference number for the transaction.
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Information
Description
Transaction description
A short description of the transaction. In the case of purchases, this will usually contain the name of the merchant, the currency and whether the transaction was successful.
Money In
The amount credited to the account as a result of the transaction.
Money Out
The amount debited from the account as a result of the transaction.
Total
The amount that is present in the account. The total does not take into account pending transactions, so the OTB (in the Header Line) should be used as the amount available to spend.
Users can print a summary of transactions by clicking the Print Transactions button in the bottom-right of the screen.
7.8 Activating cards To activate cards, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click Activate Card, which will be visible if a card has not already been activated. This will display the Activate Card screen, below.
Users should then enter the 3-digit security code and click Activate. If the card is successful activated, a confirmation message will be displayed.
7.9 Loading individual cards (instant load) To load individual cards, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click Load next to the required card. This will display the Card Load screen, below.
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After entering the amount to be loaded onto the card, the Calculate button will deduct applicable fees (see 3.4). Users should then click Load Card. If the load is successful a confirmation message will be displayed together with a system-generated reference number for the load. Notes:
The Your Accounts screen (see 7.6) will only show the Load button for active cards.
Credit unions should ensure they take payment for the load from the cardholder as outlined in section 5.3.
A load may fail if volume or value restrictions have been reached (see 3.5.1).
Credit unions may record the system-generated reference number for audit-trail purposes, though this number need not be given to the cardholder.
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7.10 Recurring loads 7.10.1 What is a recurring load? A recurring load is a load that ‘recurs’ according to a predetermined frequency, eg monthly or weekly. This function is useful if a cardholder wants to manage their money with a regular load onto the card. Please note that the recurring load function assumes that the credit union will arrange to take payment from the cardholder as required. Each amount will be summarised on the daily load report as it is loaded, and must be transferred to ABCUL in the same way as ordinary loads. See section 5.5.1, End of day process, for more information. 7.10.2 Setting up recurring loads To set up recurring loads, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click Recurring loads next to the required card. This will display the Recurring loads screen, below.
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Step 1: Add definition Users must first define the recurring load in the system. To do this, enter the maximum cumulative amount that you want to allow and a suitable description in the boxes provided. Then set the status to Active and click Add definition. This brings up the Recurring load setup form, as shown below:
Step 2: Add detail Users should then add the details of the recurring load. The Load Frequency drop-down box determines when the load will recur and how often. Users should then add an effective and an expiry date, a load amount, and a suitable description. The description is only used as an identifier so can be whatever is most helpful. Click Add detail to set up the recurring load. It will appear in the table at the foot of the screen, alongside options to delete, modify or suspend the recurring load. Step 3: Managing recurring loads User can manage recurring loads for individual cardholders at any time by navigating to the Your Accounts screen (see 7.6) and clicking Recurring loads.
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7.11 Reporting cards lost or stolen To report cards lost or stolen, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click Lost or Stolen next to the required card. This will display the Lost or Stolen card screen, below.
From here users should denote whether the card is lost or stolen then click Report Card. A confirmation screen will be displayed. See 6.11 for details of how to issue a replacement card.
7.12 Sending access code and memorable word reminders by SMS To send cardholders their security details by SMS text message, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click SMS Options next to the required card. This will display the SMS Options screen, shown overleaf.
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07987 654321
To send the cardholder memorable word reminder by text message, click Send memorable word. To send the cardholder an access code reminder by text message, click Send access code.
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7.13 Updating customer details To update customer details, users must first have navigated to the Your Accounts screen (see 7.6). From there, users should click Customer Details in the bottom right corner of the screen. This will display the Your Personal Details screen, below.
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7.14 Viewing daily loads To help credit unions with daily reconciliation, the web portal keeps a running total of the value of card loads processed each day. To access the report, users should click on Load Report at the top of the screen. This will display the screen below.
The From date and To date fields will show the current day’s date by default, but can be amended to allow users to see total loads for previous days. Selecting a period longer than one day will show the sum of all loads undertaken from the first date to the last date, inclusive.
7.15 Bulk loads 7.15.1 What are bulk loads? The bulk load feature allows credit unions to load prepaid cards in bulk. This is done by uploading a file containing load details. The upload file can be created through Curtains or manually in Excel. Once the file is accepted, the load will be ready to spend within 30 minutes. This function makes it easy for credit unions to process card loads in large numbers, rather than individually. 7.15.2 Preparing the bulk load file To be recognised, the bulk load file needs to be created in a specific format: a pipe delimited text file with header row. Currently the file can be created in two ways: automatically through Curtains, or manually using Microsoft Excel. See Appendix D for more information on preparing the bulk upload file. Please note: to allow the file to be traced at a later date, should something go wrong, you must name your file with that day’s date and a name that relates to your credit union.
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7.15.3 Uploading the file To upload a bulk load file, users should select the Bulk Load menu option, after which they will see the screen below.
Click the Browse button, locate the file, select it, then click the Upload file button in the bottom-right of the screen. Please be patient: larger files may take a few minutes to upload. If the file has not successfully uploaded, users will be returned to the Bulk Load screen, above. If the file has successfully uploaded, details of each load will be displayed, as in the example below, which shows a file with just one load.
At this point users have the option to cancel any loads that are incorrect using the check box on the right, Click the Continue button in the bottom-right of the screen to proceed, or the Upload file to replace the whole file with a different one. One more confirmation screen will display, allowing users to finally confirm the bulk load. Once confirmed, users will see a message advising that the loads have been scheduled. The bulk load process is now complete, and loads will credit cardholders’ cards within 30 minutes. The Bulk Load Management screen allows users to check the status of bulk loads. Notes:
The file size must be no more than 100 KB. Upload files simple so are unlikely to be larger than this limit but, if required, larger files can be split into two or more smaller files.
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Individual loads may fail if volume or value restrictions have been reached (see 3.5.1), but other loads contained in the bulk load file will not be affected. If this happens, the file will show as “Processed – partial success” in the bulk load management screen. See 7.15.5 for more information.
One or more loads may fail if the bulk load file is not formatted correctly. See Appendix D for more information about preparing the bulk load file. If this happens, the file will show as “Processed – partial success“ in the bulk load management screen. See 7.15.5 for more information.
Credit unions should ensure they take payment for the load from the cardholder as outlined in section 5.3.
7.15.4 Bulk load management To manage and review bulk loads, users should select the Bulk Load Management menu option, after which they will see the screen below.
Each bulk load file is listed. The columns show the reference, the file name, the date and time, the status of the load, the user, and the credit union’s program ID. More information on individual files can be displayed by clicking on the file name. Pay particular attention to the Status column, which indicates whether a bulk load file has been processed. Immediately after upload, the status will show “Requested”. Once processed, this will change to “Processed and successful”.
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Notes:
To ensure you view the latest status of each bulk upload, refresh your web browser.
Bulk loads where one or more load within the file has failed will show “Processed and partially successful” as the status. If this occurs, re-check the bulk load file and ensure the format is correct. See Appendix D for more information about preparing the bulk load file.
A load may fail if volume or value restrictions have been reached (see 3.5.1).
7.15.5 What to do if a bulk load file shows “Processed - partial success” A bulk load file in which all loads have been credited will show the status “Processed and successful”. A bulk load file in which one or more loads have not credited will show the status “Processed – partial success”. Because of the volume of loads being processed on the web portal each day, the system cannot provide a breakdown of load successes and failures. There are, however, several steps users can take to check which loads credited: Step one: check the file format Ensure that the file format is correct, that the mandatory five columns are completed for each of the loads, and that information is in the right format. Appendix D contains more information on the file format. Step two: check the information in the file If the file is formatted correctly, the failure is likely caused by incorrect information in the file. Pay particular attention to the PAN, which is the most complex information in the file. If the digits are incorrect and a PAN is not recognised, the load will fail. Step three: consider load restrictions As outlined in section 3.5.1, there are restrictions around the frequency and amount of loads. If these restrictions are breached, the load will fail. The table below sets out load restrictions. Maximum card balance
£3,500
Maximum load per transaction
£3,500
Minimum load per transaction
£5
Maximum loads per day
3
Maximum load value per day
£3,500
Step four: check individual cards If steps one to three lead you to believe that a particular load may have failed, you can check the cardholder’s transactions via the web portal. See 7.7 for more information. Loads processed through the bulk load facility will appear in the same way as any other load. © ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS
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Step five: contact ABCUL If all else fails, ABCUL can confirm, usually on the same day, which loads within your bulk load file have not credited. See below, section 7.17, for contact details.
7.16 Logout To log out of the web portal, simply click Logout at the top of the screen at any time. This will log out the user immediately.
7.17 Help with using the web portal Credit union users who need help using the web portal should call ABCUL directly on 0161 832 3694 between 9.00am and 5.00pm, Monday to Friday, or email
[email protected].
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APPENDIX A: MEMBER APPLICATION FORM (SAMPLE)
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APPENDIX B: CUSTOMER COMPLAINTS POLICY STATEMENT In the first instance, if you have an enquiry or complaint you should contact the Credit Union Prepaid Card Customer Services Team (see ‘Ways to contact us’ at the foot of this statement). Please provide as much information as you can about your complaint, including any relevant dates, times, card numbers used or any reference number you may have been provided with. This information will help us to investigate the complaint.
Our principles for dealing with complaints 1. We will try our best to resolve your complaint to your satisfaction, where possible straight away. We will provide explanations in plain English and will use larger text where requested to do so. 2. If your request is for an explanation of an event that has taken place, we will provide as much information as we are able. 3. We will provide you with a copy of this policy statement on request. 4. You may contact us at any time during the complaint handling process. This will be explained to you in our first written response. 5. All complaints will be fully investigated and will be dealt with fairly, impartially and confidentially. 6. If when you receive our full response you remain dissatisfied, you may appeal the decision by contacting customer services by email or post. A member of the team will respond to you with a further response and a leaflet explaining how to refer your case to the Financial Ombudsman Service (FOS). 7. Should you require a Data Subject Access Request as defined in the Data Protection Act 1998, you should put your request in writing and send it to the Banking Services Manager, ABCUL, Holyoake House, Hanover Street, Manchester M60 0AS. Please remember to include the £10 statutory fee in the form of a cheque payable to ABCUL.
Response timescales Max timescale
Response
Within 5 working days of receipt
Full response or acknowledgement letter ABCUL will always respond to a complaint within five working days of its receipt. If the complaint has been investigated and a conclusion reached, this will be a full response. If more investigation is required, this will be an acknowledgement letter with a named contact and an indication of the likely time before a conclusion is reached.
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Max timescale
Response
Within 4 weeks of receipt
Full response or further update If a complaint is acknowledged after five working days but not resolved, ABCUL will always provide a further update within four weeks of initial receipt of the complaint. If the complaint has been investigated and a conclusion reached, this will be a full response. If more investigation is required, this will be a progress update and a further indication of the likely time before a conclusion is reached.
Within 8 weeks of receipt
Full response If a complaint is still not resolved after the four week update, ABCUL will always provide a full response within eight weeks of initial receipt of the complaint.
Within 4 weeks of appeal
Further response If you are dissatisfied with the final response to your complaint, you may appeal the decision. Contact ABCUL using one of the options set out below. ABCUL will provide a full response to your appeal within a further four weeks. This response will include a leaflet explaining how to refer cases to the Financial Ombudsman Service (FOS) in the event that you remain dissatisfied
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APPENDIX C: KNOW YOUR CUSTOMER (KYC) POLICY This section details the KYC requirements that must be fulfilled at account opening for all ABCUL Credit Union Prepaid Cardholders. Credit Union requirements There are two ways for credit unions to ensure that KYC requirements are met, as follows: Option 1 Option 1 can be followed where:
The customer is an existing member of the credit union.
The customer’s identity has already been established by the Credit Union in accordance with the ABCUL Credit Union Prepaid Card KYC Policy.
Auditable records of these checks are held by the Credit Union.
Where this is the case, the card should be issued and the membership number and date when the KYC check was made should be recorded in section 6 of the application form. In all other cases the credit union must comply with option 2. Option 2 1.
The Credit Union must establish and verify the customer’s identity in accordance with the ABCUL Credit Union Prepaid Card KYC Policy.
2.
The application form and copies of the documents taken to verify the customer, must be held and retained by the Credit Union. These documents must be available for audit and inspection by ABCUL and/or the Card Issuer or its representatives.
3.
The Cardholder’s Account should be opened and the membership number and date when the KYC check was made should be recorded in section 6 of the application form.
The policy The ABCUL Credit Union Prepaid Card KYC Policy is in place to mitigate the potential use of the product for the purposes of money laundering, financing terrorism and financial crime. Business relationships must be avoided with those customers that are engaged in, or it is reasonable to assume that they are highly likely to be engaged in, money laundering, terrorist financing, fraud or fraudulent activity. These are regulatory requirements and are the same as those that apply to all financial products, including other Credit Union products such as savings accounts and loans. Identifying a customer is a three-part process:
Establish the identity of the Cardholder by collecting information from them.
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Verification, the second part, consists of verifying some of this information through obtaining reliable, independent source documents, data or information.
Sanctions checking, the final part, means checking that the Cardholder is not acting for or on behalf of countries, groups or entities that are targeted by sanctions. Up to date lists of designated individuals are published by HM Treasury and by OFAC, the US Office of Foreign Assets Control.
Establishing the ‘identity of an individual ‘Identity’ of an individual should be established through collection of the following information that together will uniquely identify a prospective Cardholder. This information should be recorded on the application form, which is then retained in the Credit Union: 1. 2. 3. 4. 5.
Full name Permanent residential address Date of Birth Nationality Country of Residence
Verifying the ‘Identity’ of an individual To verify the ‘Identity’ of an individual the Credit Union must obtain documents that prove the information collected above. Verification is achieved by obtaining either: 1.
Electronic Identity Verification for Money Laundering (VML) (E-ID)
or Documents confirming Full name and permanent residential address or Date of birth (see Table 1 for KYC and Identification requirements).
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Where the Credit Union undertakes electronic ID verification (option 1) it should confirm with ABCUL initially that these checks meet the requirements of the prepaid card programme. Verification Policy/Requirements 1.
All new Cardholders must provide Evidence of their Personal Identity (see Table 1 for KYC and Identification requirements) or have been successfully verified by E-ID.
The best Identification Evidence possible must be obtained at all times, ie the most difficult to obtain illicitly. 2.
Wherever possible these documents should preferably be pre-signed and incorporate a photograph, eg passport, photocard driving licence.
3.
Only the original documents provided on a face-to-face basis may be used as evidence of identity - copies are not acceptable (unless certified by a Professional Intermediary.
4.
All documents should be in English, or translated into English where the relevant information is not obvious.
5.
Copies of the documents must be taken and retained by the Credit Union. All copies must be in black and white so that they cannot be mistaken for an actual document.
6.
Where a photocopier is unavailable, inoperable or photocopying of the document is not permitted then the Credit Union MUST record on a file note: i. ii. iii. iv.
7.
Unique details of the document (Issuing Body name and address, serial nos. or similar and brief details of the content). Confirm that any photograph is a good likeness. The expiry date. Stamp the file note with the certification stamp to confirm the date seen and by whom.
Where the ID document includes a photograph, and the photograph is not clear once the document has been copied, the Credit Union should also confirm on the copy that the photograph is a good likeness.
Sanctions checking Section 4 of the 'JMLSG [Joint Money Laundering Steering Group] Guidance Part III' details the Sanction Checking requirements for UK Financial Institutions. This guidance provides an indication of the types of controls and processes that firms might adopt in order to enable them to comply with sanctions obligations in an effective and proportionate manner. The designated Money Laundering Reporting Office (MLRO) must ensure that the credit union has an ongoing Sanctions Screening Policy and supporting process in place to ensure that all members are screened against the UK HM Treasury and US Office of Foreign Assets Control (OFAC) sanctions lists at three stages: 1. 2. 3.
At account opening (i.e the opening of the member’s credit union account) Following updates to the HMT and OFAC lists Upon the change of a member’s name or address details
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Details of HMT sanctions can be found at www.hm-treasury.gov.uk/fin_sanctions_index.htm. Details of OFAC sanctions can be found at www.treasury.gov/about/organizational-structure/offices/Pages/Office-of-ForeignAssets-Control.aspx. In the event that Credit Unions do not comply with this guidance, all cardholders must undergo a Sanctions Screening check by FIS prior to the activation of their card. The Sanctions Screening check will be undertaken by FIS as part of the application process and will be completed by 11.00am on the business day following account opening. Cardholders will not be able to undertake transactions on their Card until this check has been completed.
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Table 1: UK residents standard KYC and identification These identification requirements apply to all cardholders Identification requirements: General The following standard identity information must be obtained for all customers: 1. 2. 3.
Full name Residential address Date of birth
Verify this information using a single document from List A or two documents, one from List B supported by one from List C. List A: single document identification
List B and C: dual document identification
Electronic identification (E-ID)
A government-issued document without a photograph that incorporates the customer’s full name (see List B).
or and A government-issued document that incorporates the customer’s full name and photograph, and either their residential address or date of birth.
A second document, either government-issued or issued by other selected sources ,which incorporates the customer’s full name and either their residential address or date of birth (see List C)
List A: Single document identification Acceptable identification documents: 1. 2. 3. 4.
Current full valid signed passport Current Northern Ireland Voter’s Card Current Firearms Certificate or Shotgun Certificate issued by UK Police Current UK Photo-Card Driving Licence
UK Licence Driver Number: A DRIVE /
B 512185 /
C YT
D 9ME
A = First 5 characters of surname. If the surname contains fewer than 5 characters, the figure 9 will be added to the gaps. (e.g. MAN99). B = First and last numbers are the year of birth. Second and third numbers are the month of birth. (Note: in the case of female licence holders `5' is added to the second digit. This means that the second digit will be 5 or 6). The fourth and fifth digits are the day of the month of your birth. C = The first two initials of your forenames. If you have only one initial then the second character will be a `9'. D = Computer check digits.
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List B: Dual document identification (must be supported by a document from List C) Acceptable identification documents: 1.
Current UK Driving Licence (old version)
UK Licence Driver Number: A DRIVE /
B 512185 /
C YT
D 9ME
A = First 5 characters of surname. If the surname contains fewer than 5 characters, the figure 9 will be added to the gaps. (e.g. MAN99). B = First and last numbers are the year of birth. Second and third numbers are the month of birth. (Note: in the case of female licence holders `5' is added to the second digit. This means that the second digit will be 5 or 6). The fourth and fifth digits are the day of the month of your birth. C = The first two initials of your forenames. If you have only one initial then the second character will be a `9'. D = Computer check digits. 2.
Recent evidence of entitlement to a state or local authority funded benefit, e.g a. b. c. d.
3. 4. 5. 6. 7. 8.
Pension Book / DSS / Benefits Agency notification letter from relevant agency or order book which is still current confirming the right to benefit / pension Housing Benefit letter issued by a Local Authority / Council in respect of locally granted housing benefit Inland Revenue Tax Notification (e.g. notification of Tax Code, Working Family Tax Credit letter, Tax Credit Award or Statement of Account. Excludes Forms P45 and P60 which are not official HM Revenue & Customs documents) Educational or other grants
National Insurance Card (if accompanied by most recent P60 or payslip which also details the NI number and name) Govt. Employee ID Cards Armed Forces ID Card Police Warrant Card HM Revenue and Customs Card (this does not include cards such as a CIS4 card, as this is not a Govt. employee ID card) Blue parking card for people with disabilities
List C: Dual document identification (must be supported by a document from List B) Acceptable identification documents: 1. 2. 3. 4. 5. 6.
Credit reference agency search for autoscored products or voter’s roll search (eg for savings accounts where customer’s authority is held) Record of a home visit Local Authority tax bill or statement Recent systems-generated or signed correspondence from a regulated financial sector firm based in the UK Motor or Home Insurance certificate Original system-generated TV Licence.
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APPENDIX D: PREPARING THE BULK LOAD FILE The prepaid card bulk load file must be a pipe delimited text file with header row. The table below sets out the information required:
Header
Max length
Example
Information required
PAN
19 characters
4757490112345678
The 16-digit card number (with no spaces)
AMTLOAD
-
20.00
The amount of the load (with no £ sign)
CURRCODE
3 characters
GBP
Standard currency code – should be ‘GBP’
LOADTYPE
-
0
Should always be set to 0
LOADSRC
-
0
Should always be set to 0
AWARDTEXT
40 characters
Loan amount
Optional field – can be any text required
An example of a correctly formatted bulk load file, opened in Microsoft Notepad, is shown below. Please note: files re-opened after creation in Excel will still open as Excel spreadsheets.
Preparing the file in Curtains The bulk upload file can be created easily through Curtains, helping automate the load process. For instructions on how to create the file in this way, contact ABCUL at
[email protected], or contact Kesho directly at
[email protected].
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Preparing the file in Excel The bulk load file can be created easily in Excel, using a simple spreadsheet with the column headings set out in the table. ABCUL can on request provide a template, pre-formatted for convenience. A sample spreadsheet, correctly formatted, is shown below.
Key points to note when preparing the file in Excel: 1.
The spreadsheet must only contain the information in the table, shown above. Any additional information, eg extra headers, notes, etc, will result in the file being rejected.
2.
The spreadsheet must have one sheet only. Excel usually opens new files with three sheets. If this happens, right-click on sheets 2 and 3 and select Delete, leaving only Sheet 1.
3.
All columns should be formatted as Text. This ensures Excel does not apply its own formatting to the data.
4.
The file can be opened in Excel as normal but, before upload, must be saved in CSV (Comma Separated Values) format. When saving the file, ensure you select Save As, then select CSV (Comma delimited) from the Save as type drop-down box, as shown overleaf.
5.
To allow the file to be traced at a later date, should something go wrong, you must name your file with that day’s date and a name that relates to your credit union.
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6.
To ensure your file is ‘pipe delimited’ you will first need to change one of the formatting settings on your PC. You need only take this step the first time you prepare a bulk load file in Excel. Follow the steps below, or for more information visit http://office.microsoft.com.
From the Start menu, select Control Panel Select Regional and Language Options From the Formats tab, select Customize this Format Change the List Separator from a comma to a pipe ( a “|” symbol, selected by pressing Shift+\ on your keyboard.
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