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Cardholder Frequently Asked Questions

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General Debit Card Program Information
Debit Card Benefits
Fee Schedule
How to Activate Your Debit Card
How to Use Your Debit Card
- Purchases
- Pay Bills
- Balance Inquiries
- Cash Withdrawals
- ACH Transfers
Address Changes
Lost or Stolen Debit Cards
Disputes
Card Expiration
Glossary


General Debit Card Program Information

The Commonwealth of Massachusetts’ Department of Unemployment Assistance (DUA) offers the Massachusetts DUA Debit MasterCard® in conjunction with Bank of America.  With the Massachusetts DUA Debit Card, DUA now provides two convenient electronic ways for Unemployment Insurance (UI) recipients to receive UI benefit payments.  You do not need to have a bank account to use the Massachusetts DUA Debit Card.

You’ll have access to your funds 24 hours a day, 7 days a week for purchases everywhere Debit MasterCard is accepted, and cash access via PIN-based point-of-sale (POS) terminals and ATMs.

Here’s how the cards will work:

Debit Card Benefits

Convenience and Flexibility
The Massachusetts DUA Debit Card is a particularly useful option for recipients that don’t have bank accounts. The card is cost-efficient, secure, easy-to-use, and provides many options for making withdrawals and purchases.
Benefits of the card include:

Recipients can transfer funds from their debit card to their own bank account. In addition, recipients can take the card to any bank in Massachusetts or nationwide that accepts Debit MasterCard to make a free cash withdrawal.

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


Fee Schedule

In most cases, you will not 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 and Allpoint ATMs in Massachusetts, neighboring states, and nationwide. Online ATM-finders are available for Bank of America and Allpoint ATMs on the left hand side of the home page on this website.

Schedule of Bank Fees
Bank Fees for Massachusetts DUA Debit Card transactions will be
charged to your account as they occur on a daily basis.
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
Declined Transactions (ATMs only) No Fee
Online, Automated, Live or International Customer Service Inquiry No Fee
Account Alert Service No Fee
Online Funds Transfer No Fee
Teller Cash Access (Available at financial institutions that accept MasterCard cards) (Limited to available balance only) No Fee
Card Replacement Domestic No Fee
SERVICES WITH FEES
Non-Bank of America or Non-Allpoint ATM Withdrawal (in the U.S.) $0.85 per transaction
ATM Withdrawal International (all ATMs outside the U.S.) $0.85 per transaction
Card Replacement - Express Delivery $10.00 per request
Card Replacement International (outside the U.S.) $10.00 per request
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.

An ATM Transaction Decline occurs when you request an amount greater than your balance or you incorrectly enter your PIN more than four times.

Note: For any questions related to the above schedule, please call the Debit Card Customer Service Center at 1.855.898.7292, 1.866.656.5913 TTY, or 423.262.1650 (Collect, when calling outside the U.S.). For questions regarding your unemployment insurance benefit amounts and dates of disbursement to your account, please login to www.mass.gov/uionline or contact the Massachusetts Department of Unemployment Assistance TeleClaim Center at 877-626-6800 from area codes 351, 413, 508, 774, and 978 or 617-626-6800 from all other area codes. 


How to Activate Your Debit Card

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


How to Use Your Debit Card


Purchases

You can use your card everywhere Debit MasterCard is 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 $100 on your account; 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 place a hold on your account in 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 can take a week to ten days to process before funds are available for use.


Pay bills

You can use your card to pay bills online, in-person, or over the phone. By using your 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 card. Attempting to use your card for purchases that exceed your balance may result in the card being declined.

You can check the balance on your card and review all account transaction activity 24 hours a day online or by calling 1.855.898.7292.

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 single day.

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

Out-of-network withdrawals:
For withdrawals from non-Bank of America or non-Allpoint ATMs, there will be a $0.85 fee charged by Bank of America, plus a possible additional charge by the owner of the ATM.

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 bank or credit union that is in the MasterCard network.  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

Address changes may be done online through the Profile page once you are signed on to this website.  You can also contact the Debit Card Customer Service Center at 1.855.898.7292.   Be sure to also notify DUA of any address changes.

Please be sure we have your correct address in order to ensure delivery of your card.


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 Debit Card Customer Service Center at 1.855.898.7292 to report your card lost or stolen and to request a replacement card.

If the post office is unable to deliver a Debit Card, it will be returned to the bank. Contact the Debit Card Customer Service Center at 1.855.898.7292 to update your address information and request a new card be mailed to you.  Be sure to also notify DUA of your new address.


Disputes

Cardholders who do not receive monthly account statements

All account disputes should be directed to the Debit Card Customer Service Center at 1.855.898.7292. 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 Debit Card Customer Service representative will provide you with a dispute form to complete and return.

Cardholders who receive monthly account statements

All account disputes should be directed to the Debit Card Customer Service Center at 1.855.898.7292. 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 Debit Card Customer Service representative will provide you with a dispute form to complete and return.

Disputed amount of payment

For questions regarding your unemployment insurance benefit payment amounts and dates of disbursement to your account, please contact the Massachusetts Department of Unemployment Assistance (DUA) in one of the following ways:

Note that only the amount of your net benefit payment will be deposited to your debit card account. Contact DUA for information regarding any deductions from your payment including state and/or federal taxes, child support, outstanding overpayments or Medical Security Plan premiums.


Card Expiration

Please retain your debit card if you expect to reopen your claim during your claim period.  DUA will deposit any future UI benefit payments into your debit card when you reopen your claim.  Your debit card is valid as long as your card has not expired, and you can continue to use the card even if you have exhausted your UI benefits.  One month prior to the expiration date listed on the front of your 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.
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 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).

Your prepaid debit card is issued by Bank of America pursuant to license by MasterCard International Incorporated.  MasterCard is a registered trade mark of MasterCard Incorporated.


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