CARD REPLACEMENT
Card is in Production: Your new Stockpile Tuition Rewards Card is being prepared and you should receive it by (provide estimated delivery date).
Card Mailed: Your new Stockpile Tuition Rewards Card is on the way and you should receive it by (provide estimated delivery date)
Card at Local Post Office: Your new Stockpile Tuition Rewards Card is on the way and you should receive it in 2 business days.
Card Returned: See R1 - Returned Mail – Stockpile
For dispute calls, lost or stolen scenarios, we DO NOT NEED to order a card. Transfer to dispute or Greendot tier 3.
If OOW questions fail, Greendot will email the customer a link immediately for them to send a picture of their state ID.
Once a card order is placed, it CANNOT be cancelled.
First replacement card as non-received is free.
Provide the case number to the customer once the card replacement is ordered through Salesforce.
DO NOT provide the tracking number and estimated delivery date for the card replacement.
If the customer cannot order a card in the mobile app, if there is an address change and no card was ordered, LOCK the card in Salesforce for lost/stolen situations with unauthorized transactions.
Dispute with unauthorized transactions, transfer to Greendot and no need to order a card replacement.
The expiration date on the card can be provided to the customer, but we cannot provide the CVV and we need to order a card if the CVV is scratched.
If the customer asks, waiving the card will be automatic and advise the customer that the card will be free if there are unauthorized transactions.
If funds are insufficient to cover the $5 card fee, we cannot proceed with card order. Advise customers to add additional funds to their kids spending account to cover the fee.
If the customer insists on having the card fee waived advise them:
"I'm not authorized to waive the fee based on our policies and procedures. However, I can reach out to my supervisor if they can make an exception and I'll make sure they will update or contact you through email once the update for waiving the fee has been made."
VIA MOBILE APP TO TO REPORT CARD
● Click "Parental Controls"
● Select and choose kid account
● Click on the "Report Lost or Stolen" card option and will be prompted to order a card.
OR
● Scroll down and Select the kid account under the My Family Section that needs the card replacement
● Click the 3 dot menu on the kids account and choose Parental Controls
● Let us know the reason for the replacement
● Confirm your information
● You’re all set. The card will arrive in 7-10 Business days from the date of request
VIA CUSTOMER SERVICE:
● Ask for the reason why they need a card replacement.
●For lost or stolen cards, ask first if they noticed any unauthorized transactions.
● Select “Card Replacement" in the Take Actions tab.
● Select the “Report Card” drop down menu and click “Lost or Stolen" or "Damaged", etc.
● Select yes or no on the other drop down menu to answer if a customer has unauthorized transactions, order card then transfer to dispute. If no unauthorized transactions, proceed with order
● On Address Verification screen: >Select card replacement type
>Select shipping method.
>Verify address and click the check box to confirm the address.
>Click Next.
● Advise the customer what happens after Card Replacement is requested:
* Old card will no longer work
* New card will have a new card number
* New card will arrive in: (7-10 BS DAYS)
*Advise the customer that there will be a $5 replacement card fee
1. Go to Take Action Tab: change account status to LOCKED
2. Notate: 3rd Party/advised found card, locked account. If a customer calls, advise the customer to request a card replacement.
3. Once a customer has requested card
replacement, update account status to active.
You will empathize with the customer: I'm sorry to hear your Stockpile Tuition Rewards Card is not working.
Step 1: Review the account to determine if their card is truly damaged. (Cardholder may believe their card is damaged due to declined transactions, a block on
their account, etc). If not damaged: provide customer solution based on scenario: (block, decline transaction, acct status, etc)
If damaged: Go to step 2. Checked if there were transactions that went through which is after the declined transaction in the dates.
Step 2: Advise customers we need to send them a new card. Request a card replacement from within the account. If the cardholder needs to update their address,they will need to request a card replacement from within the app or create a Back office ticket for address change 1-2 BS days.
Step 3: Advise the customer what happens after card replacement is requested: For a card reported as damaged, their card in hand will work until the new card is activated. A new card will have the same card number.
VIA MOBILE APP TO TO REPORT AS DAMAGED
● Click "Parental Controls"
● Select and choose kid account
● Click on the "Report Lost or Stolen" card option and will be prompted to order a card.
OR
● Scroll down and Select the kid account under the My Family Section that needs the card replacement
● Click the 3 dot menu on the kids account and choose Parental Controls
● Let us know the reason for the replacement
● Confirm your information
● You’re all set. The card will arrive in 7-10 Business days from the date of request
●Advise the customer that there will be a $5 replacement card fee
An account will be prompted to complete the Out-Of-Wallet (OOW) flow if:
1. The account has had an Address Change within 30 Days.
2. No card has been reported in 24 Hours.
3. Account does not have a pending "Card Replacement OOW" Case
Instructions
1. Agent goes to: Take Action and selects Card Replacement.
2. Agent will follow the OOW flow to conduct Card Replacement process. Use positioning statement. Positioning Statement: “To continue processing your Stockpile Tuition Rewards Card replacement and for the security of your account, we need to ask you additional verifying questions.”
3. Proceed with OOW Questions.
4. If the customer fails OOW then a Card Replacement OOW case will be created from within the card replacement flow. ** Do NOT create a manual OOW case**
Q: Why am I getting asked these questions?
A: Anytime an address change is made within 30 days we are required to validate identity and this process validates against your public record data and protects the integrity of your account.
Q: How many questions will I get asked?
A: You will be offered 3-4 questions and you must get 3 correct answers.
Q: I didn’t set up these questions/where these questions come from?
A: These are not questions that were set up these are based on your personal public record information. Questions such as where you have lived, what schools have you attended, and what cars you have driven. Confidential 39 OOW - FAQ
Q: What happens if I fail?
A: If you fail, we will ask you to provide a copy of your state issued identification via mail or email.
Q:What questions did I miss?
A: Unfortunately, we are unable to answer this question because we don’t see the output.
Q: What do I do if I believe one of the answers to the questions is incorrect?
A: If you believe one of the answers to the questions is incorrect, please reach out to the social security administration and one of the three credit bureaus to correct any errors