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Q&As for bopo cardholders

15 August 2008

Can I continue to use my bopo card?
The bopo prepaid Visa card product ceased to be operational on 15 August 2008, following provision of 30-days notice to cardholders. Cardholders who did not withdraw their funds prior to this date can apply to Cuscal for reimbursement, subject to identity verification.

Is my money safe on my bopo card?
Yes, the money will be refunded once you use the reimbursement process via Cuscal.

How can I check the balance of my account?
Unfortunately, the bopo online and phone systems are not available to provide account balances. However, the Cuscal call centre

on (02) 8299 9000 will be able to provide you with your balance if you provide the following information:

• Card number
• Full name
• Address
• Date of birth

Alternatively, by participating in the reimbursement process, an accurate balance will be established prior to the refund of your money.

My card would not work at the ATM or when I was making an EFTPOS purchase, what should I do?
Now the bopo card product is no longer operational, the only way you can access your funds is via the reimbursement process.

My card has expired and will not work, how do I get a replacement card?
No new cards are being issued, in order to access any remaining balance, you will need to use the reimbursement process.

How does the reimbursement process work and how do I apply to get the money from my bopo card?
A new website has been established to help cardholders with reimbursement at www.boporefunds.com.au. This site features an online form and details the steps cardholders must take in order to get reimbursed.

How long will it take to receive my money via the reimbursement process?
Cuscal is aware that cardholders want to receive funds as quickly as possible and is working to facilitate this. However, the process, which will need to include robust cardholder identification checks, is new. Another complication with estimating the timeframe is the uncertainty around the number of cardholders who will apply for reimbursement. Certainly Cuscal will be aiming to ensure money is returned in under 30 days.

How will I receive the reimbursement?
As a bopo cardholder participating in the reimbursement process, you will be able to choose to either nominate a transaction account for the funds to be transferred into or provide an address for a cheque to be mailed to.

I lost my bopo card, what can I do?
Please contact the Cuscal call centre on (02) 8299 9000 with the following information:

• Card Number
• Full Name
• Address
• Date of Birth
• Approximate Balance of Account
• Password
• Date and amount of last transaction
• Date your card was lost

Cuscal's fraud prevention team will then investigate.

I recently bought a bopo card. Can I get a refund on the card purchase fee?
Cuscal understands cardholders frustration in regard to fees paid, however Cuscal does not have the authority to negotiate in regard to fees charged to purchase the bopo card. Fees charged represent bopo cards (Australia) Pty Ltd income, and only the administrator can advise if a refund is possible.

We recommend cardholders contact either Craig Crosbie or Ian Carson at the PPB office in Melbourne on 03 9654 1517.