Skip to Content

Cardholder Frequently Asked Questions

Close this browser window to return to session.

General Arizona Department of Economic Security (DES) Electronic Payment Card Program Information
Electronic Payment Card Benefits
Fee Schedule
How to Activate your Electronic Payment Card
How to Use your Electronic Payment Card
- Purchases
- Pay Bills
- Balance Inquiries
- Cash Withdrawals
- ACH Transfers
Address Changes
Lost or Stolen Debit Cards
Disputes
Card Expiration
Glossary


General Arizona Department of Economic Security (DES) Electronic Payment Card Program Information

You’ll have access to your funds 24 hours a day, 7 days a week via purchases everywhere Visa® debit cards are accepted, and cash access via PIN-based point-of-sale (POS) terminals and ATMs.

Here’s how the cards will work:

Electronic Payment Card Benefits

Convenience and flexibility

This new Electronic Payment Card is cost-efficient, secure, easy-to-use, and provide many options for making withdrawals and purchases.

Benefits of the card include:

Recipients can transfer funds from their Electronic Payment Card to their own bank account. In addition, recipients can take the debit card to any Visa bank nationwide to make a cash withdrawal.

* Point of sale: a retail merchant that accepts debit cards.


Fee Schedule

In most cases, recipients won’t have to pay a fee to make purchases or withdraw cash from a bank or ATM (see Fee Schedule below). Cardholders have free access to thousands of Bank of America in-network ATMs in Arizona, neighboring states, and nationwide. Online ATM-finders are available for Bank of America on the left hand side of the home page on this website.

Schedule of Bank Fees
Bank Fees for Arizona DES Electronic Payment Card transactions will be
charged to your Account on a daily basis as they occur.
SERVICES WITH NO FEES
Purchase at Merchants (signed, using PIN, online phone, or mail purchases)  No Fee 
Bank of America or Allpoint ATM Withdrawal (in the U.S.) No Fee
ATM Balance Inquiries (all ATMs)  No Fee
Teller Cash Access (Available at financial institutions that accept Visa cards) (Limited to available balance only)  No Fee
Online Funds Transfer  No Fee
Online, Automated, Live or International Customer Service Inquiry  No Fee
Inactive Account No Fee
SERVICES WITH FEES
Non-Bank of America or Non-Allpoint ATM Withdrawal (in the U.S.) No fee for first withdrawal each week, $1.00 thereafter
ATM Withdrawal International (all ATMs outside the U.S.)  $3.00 per transaction 
Emergency Cash Transfer (in the U.S.)**  $15.00 per transaction 
Card Replacement Domestic  No Fee for first replacement each year, $3.00 thereafter
Card Replacement - Express Delivery
(additional charge)
$13.00 per request
Card Replacement International (outside the U.S.) Quote provided at time of request as price varies by country
International Transaction Fee 3% of U.S. Dollar amount of transaction

*ATM owners may impose an additional “convenience fee” or “surcharge fee” for certain ATM transactions (a sign should be posted at the ATM to indicate additional fees); however, you will not be charged any additional convenience or surcharge fees at a Bank of America or Allpoint ATM. A Bank of America ATM means an ATM that prominently displays the Bank of America name and logo. Balance inquiries may not be available at all ATMs outside the U.S.

**All Emergency Cash Transfers must be initiated through the Electronic Payment Card Customer Service Center.

Note: For any questions related to the above fee schedule, please call the Electronic Payment Card Customer Service Center at 1.855.847.2030, 1.866.656.5913 TTY, or 423.262.1650 (Collect, when calling outside the U.S.). For any questions regarding your payment amounts and dates of additions to your Account, please contact Arizona DES.


How to Activate Your Electronic Payment Card

Activation of the card is simple and secure. It’s no more difficult than activating a credit card.


How to Use Your Electronic Payment Card


Purchases

You can use your card everywhere Visa debit cards are accepted.
To conduct purchases with a signature:

  1. Present or swipe your card.
  2. Choose “credit.”
  3. Sign, take your card and receipt.

To conduct purchases with a PIN:

  1. Swipe your card.
  2. Choose “debit” and enter your PIN.
  3. Many grocery stores, convenience stores, and U.S. post offices offer cash back without a fee.
  4. If you want cash, select the amount and it will be added to your purchase.
  5. Take your card, cash and receipt.

Special Transactions
Gas stations – Paying at the pump may cause a hold of up to $75; consider paying inside, saying how much you want to purchase, and signing the receipt.
Restaurants – Restaurants may verify you have enough in your account for the bill. Make sure you have enough funds to cover any added tip.
Hotels – The hotel may hold the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, the hold may take a few days to be removed.
Auto rentals – You may use your card for final payment for a rental car, but a credit card may be necessary to reserve a rental car.
Returns – Store return policies vary. You may receive a credit to your account or a store credit. A credit to your account may take a week to process before funds are available for use.


Pay bills

Pay bills online, in-person, or over the phone. By using the Electronic Payment Card to pay bills online or over the phone, you can avoid costly fees charged by check cashers and others. 


Balance Inquiries

Know your balance

Merchants are generally not able to determine the balance on your card, so you should always verify the balance before using your Electronic Payment Card. Attempting to use your card for purchases that exceed your balance may result in the card being declined.

Cardholders can check the balance on their cards and review all their account transaction activity 24 hours a day online or by calling 1.855.847.2030.

Cash Withdrawals

ATM withdrawals
Recipients must have activated the card and created a PIN in order to make ATM withdrawals.  The amount that can be withdrawn from an ATM depends on limits set by the ATM owner. Some ATM owners impose limits on how much can be withdrawn in a single transaction or in a day.

In-network withdrawals:
There’s no fee for withdrawals from Bank of America.

ATM Safety Tips

Bank withdrawals

Recipients who choose to withdraw cash at a bank teller will be able to do so without paying any additional fees by visiting any participating bank or credit union.  There is no fee for teller cash withdrawals.


ACH Transfers

In order to transfer funds from your card account to a traditional checking or savings account owned by you at any U.S. financial institution, you may perform an Online Funds Transfer via the Customer Service website.  To begin this process, you will simply sign on to the website and select the “Transfer Funds” option from the Account Summary page.

A minimum value of $20.00 may be transferred.


Address Changes

 To change your address, contact AZ DES.


Lost or Stolen Debit Cards

If your card is lost or stolen, the Bank of America “Zero Liability” Policy protects you against fraudulent transactions (subject to certain conditions). You need only contact the Electronic Payment Card Customer Service Center at 1.855.847.2030 to report your card lost or stolen and to request a replacement card.

If the post office is unable to deliver an Electronic Payment Card, it will be returned to the bank. Contact the AZ DES to update your address information and then call 1.855.847.2030 to request a new card be mailed to you. 


Disputes

Cardholders who do not receive monthly account statements by mail
All account disputes should be directed to the Electronic Payment Card Customer Service Center at 1.855.847.2030. You should contact customer service as soon as you can if you think an error has occurred in your Account.

Bank of America must hear from you no later than 60 days after the earliest date you electronically access your account, if the error or problem could be viewed in your electronic history; or the date we sent the FIRST written history on which the error or problem appeared.

A Bank of America Electronic Payment Card Customer Service representative will provide you with a dispute form to complete and return.

Cardholders who receive monthly account statements by mail
All account disputes should be directed to the Electronic Payment Card Customer Service Center at 1.855.847.2030. You should contact customer service as soon as you can if you think your statement or receipt is wrong, or if you need more information about a transaction listed on the statement or receipt.

Bank of America must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.

A Bank of America Electronic Payment Card Customer Service representative will provide you with a dispute form to complete and return.


Card Expiration

One month prior to the expiration date listed on the front of your Electronic Payment Card, you will receive a new card with a new expiration date.  Please be sure to activate your new card and destroy your expired card.  Your balances and payments will be accessible on your new card after activation.


Glossary

ATM

Automated Teller Machine

In-network ATM

ATMs owned and/or affiliated with Bank of America where cash withdrawals and balance inquiries are available for no fee.

ITIN

Individual Taxpayer Identification Number. A federally-assigned identification number for individuals who don't have, and aren't eligible for, social security numbers.

Non-network ATM

Non-Bank of America ATMs that support cash withdrawals and balance inquires, but impose cardholder withdrawal fees and a surcharge.

Online purchase

Web sites that accept Visa debit cards for purchases.

PIN

Personal Identification Number, which is used to authorize an ATM transaction and certain purchases; and to access account information.

POS

Point of sale (a retail merchant that accepts debit cards).

Powered by Visa Debit Processing Service