Cardholder Frequently Asked Questions
General Debit Card Program Information
The Nevada Unemployment Insurance Debit Card is an alternative to checks for receiving payments conveniently. You do not need to have a bank account to get the Nevada Unemployment Insurance Debit Card.
You’ll have access to your funds 24 hours a day, 7 days a week via purchases everywhere MasterCard® debit cards are accepted, and cash access via PIN-based point-of-sale (POS) terminals and ATMs.
Here’s how the cards will work:
- Once you select to receive your payments on the Nevada Unemployment Insurance Debit Card, Bank of America will create an account in your name.
- Whenever you are due to receive a payment, funds will be sent by Electronic Funds Transfer to your Nevada Unemployment Insurance Debit Card.
- You can then use the Nevada Unemployment Insurance Debit Card to make purchases or withdrawals until the funds are exhausted.
- You can’t make any additional deposits to the account. Only the State of Nevada Employment Security Division can fund the card.
- This is not a credit card and attempting to use your card for purchases that exceed your balance may result in the transaction being declined.
Debit Card Benefits
Convenience and flexibility
This new debit card is a particularly useful option for recipients that don’t have bank accounts. The cards are cost-efficient, secure, easy-to-use, and provide many options for making withdrawals and purchases.
Benefits of the card include:
- No more check-cashing fees
- Use everywhere MasterCard debit cards are accepted – in-stores, online or by phone
- Get access to cash at point of sale* terminals, ATMs and at MasterCard banks and credit unions
- Use your cards to pay bills in person or online
- Improves control over money – take only what you need, when you need it
- Account information and customer service – available 24 hours a day, 7 days a week
Recipients can transfer funds from their Nevada Unemployment Insurance Debit Card to their own bank account. In addition, recipients can take the debit card to any MasterCard bank nationwide to make a cash withdrawal.
* Point of sale: a retail merchant that accepts debit cards.
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 and Allpoint ATMs in Nevada, 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 Nevada Unemployment Insurance Debit Card transactions will be charged to your account on a daily basis as they occur.
|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|
|Teller Cash Access (Available at financial institutions that accept MasterCard cards) (Limited to available balance only)||No Fee|
|Card Replacement (in the U.S.)||No Fee|
|Online, Automated, Live or International Customer Service Inquiry||No Fee|
|Account Alert Service||No Fee|
|Online Funds Transfer||No Fee|
|Mailed Account Statement||No Fee|
|Account Closure Check Issuance||No Fee|
SERVICES WITH FEES
|ATM Transaction Fees*|
|Non-Bank of America or Non-Allpoint ATM Withdrawal (in the U.S.)||$1.25 per transaction|
|ATM Withdrawal International (all ATMs outside the U.S.)||$1.25 per transaction|
|Other Service Fees|
|Emergency Cash Transfer (in the U.S.)**||$15.00 per transaction|
|Card Replacement - Express Delivery (additional charge)||$12.00 per request|
|International Transaction Fee||2% 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.
**All Emergency Cash Transfers must be initiated through the Debit Card Customer Service Center.
Note: For any questions related to the above fee schedule, please call the Debit Card Customer Service Center at (888) 339-8569, (866) 656-5913 TTY, or (423) 262-1650 (Collect, when calling outside the U.S.). For questions regarding your Unemployment Insurance claim or benefit payments, please contact the NV ESD Call Center at:
Southern Office: (702) 486-0350
Northern Office: (775) 684-0350
Toll Free: (888) 890-8211
How to Activate Your Debit Card
Activation of the card is simple and secure. It’s no more difficult than activating a credit card.
- You’ll receive your Nevada Unemployment Insurance Debit Card along with instructions on how to activate and use it. Once you receive the card, you can activate online or by calling (888) 339-8569 toll-free. Once activated, you may use your card.
- For security reasons you’ll need:
- the 16-digit number that appears on the face of the card
- the 3-digit card security number that appears on the back of the card
- the last four digits of your social security number (or ITIN).
- During the activation process, you’ll be asked to create a personal identification number (PIN). The PIN can be used to make ATM withdrawals and PIN purchases
- Once the card is activated, you’ll be given the account balance and may begin using it immediately.
How to Use Your Debit Card
You can use your card everywhere MasterCard debit cards are accepted.
To conduct purchases with a signature:
- Present or swipe your card.
- Choose “credit.”
- Sign, take your card and receipt.
To conduct purchases with a PIN:
- Swipe your card.
- Choose “debit” and enter your PIN.
- Many grocery stores, convenience stores, and U.S. post offices offer cash back without a fee.
- If you want cash, select the amount and it will be added to your purchase.
- Take your card, cash and receipt.
Gas stations – Paying at the pump may cause a hold of up to $100; 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 online, in-person, or over the phone. By using the Nevada Unemployment Insurance Debit Card to pay bills online or over the phone, you can avoid costly fees charged by check cashers and others.
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 Nevada Unemployment Insurance Debit 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 (888) 339-8569.
- There is no fee for online and telephone balance inquiries.
- Sign up for free balance alerts (mobile text message and e-mail) by logging in to your account.
- ATM balance inquiries:
- No fee for balance inquiries made at a Bank of America in-network ATM.
- For inquiries made at ATMs other than Bank of America in-network ATMs, the owner of the ATM may charge a fee. Bank of America won’t charge a fee.
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.
There’s no fee for withdrawals from Bank of America.
- There are thousands of ATMs providing free access nationwide.
- ATM locators are available for Bank of America ATMs. A link to the Bank of America ATM locator is available on the left hand side of the Home Page of this website.
ATM Safety Tips
- Be aware of your surroundings at ATMs. If you notice anyone or anything suspicious or unsafe when you approach an ATM, use another ATM or return later.
- At enclosed ATMs, close the door completely. Don’t open the door while you are making your transaction.
- When you use a drive-up ATM, be sure passenger windows are closed and doors are locked.
- If you must use an ATM at night, consider taking someone with you.
- Always protect your card by keeping it in a safe place. If your card is lost or stolen, contact us immediately.
- Be discrete when entering your PIN at the keypad. After completing your transaction, carefully put away your card, cash and receipt before leaving the ATM area.
- Never give your PIN to anyone and never write it anywhere, especially on your card.
- Never give information about your card or PIN over the telephone. If someone is asking for this information, refuse and immediately contact us.
- Call 911 if you need emergency assistance. Immediately contact your local police if you experience or suspect a crime related to your account. If you have a concern about security at a Bank of America ATM, please call us at (800) 222-7511.
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.
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.
- You will need to register a “transfer-to” account prior to performing your first transfer.
- Once your “transfer to” account is authenticated (this can take up to 5 business days), your transfer will be made.
- Once your transfer is made, it can take up to 2 business days to receive your funds in your account, and the transfer cannot be canceled once entered. Once funds are transferred to your checking or savings account, you will not be able to have the funds returned to you if the routing number or account number you provide for your checking or savings account is not correct.
A minimum value of $20.00 may be transferred.
Changes to your address, telephone number or name must always be updated with the State of Nevada Employment Security office. You can do this online at ui.nv.gov or by calling (702) 486-0350, (775) 684-0350 or toll free at (888) 890-8211.
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 (888) 339-8569 to report your card lost or stolen and to request a replacement card.
- If the card has been used, the bank will issue the replacement card in the amount of the remaining balance.
If the post office is unable to deliver a Debit Card, it will be returned to the bank. Contact the State of Nevada Employment Security office to update your address information. After the address has been changed with the Unemployment Claims Center, the address with the Nevada Debit Card program will automatically be updated the following day. You may then contact the Debit Card Customer Service Center at (888) 339-8569 to request a new card be mailed to you.
Cardholders who do not receive monthly account statements by mail
All account disputes should be directed to the Debit Card Customer Service Center at (888) 339-8569. 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 by mail
All account disputes should be directed to the Debit Card Customer Service Center at (888) 339-8569. 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.
One month prior to the expiration date listed on the front of your Debit 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.
Automated Teller Machine
ATMs owned and/or affiliated with Bank of America where cash withdrawals and balance inquiries are available for no fee.
Individual Taxpayer Identification Number. A federally-assigned identification number for individuals who don’t have, and aren’t eligible for, social security numbers.
Non-Bank of America ATMs that support cash withdrawals and balance inquires, but impose cardholder withdrawal fees and a surcharge.
Web sites that accept debit cards for purchases.
Personal Identification Number, which is used to authorize an ATM transaction and debit card credit purchase; and to access account information.
Point of sale (a retail merchant that accepts debit cards).