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Q&As for bopo cardholders
18 July 2008
What sort of bopo prepaid Visa card do I have?
There are two types of bopo prepaid Visa cards, reloadable and gift cards. For a breakdown on the services available to each card, please refer to the table below.
Can I continue to use my bopo card?
bopo cards will remain operational until 5pm on Friday, 15 August 2008.
The bopo product is still functional to withdraw funds from ATMs or EFTPOS transactions, depending on the type of bopo card you have.
If cardholders are unable to withdraw funds using the normal channels or it is after 15 August 2008, they can contact Cuscal for reimbursement via Cuscal on (02) 8299 9000 between 7.30am and 6.00pm (AEST) Monday to Friday. A team member will take your details and, after verification, finalise your account and send you the remaining balance.
Is my money safe on my bopo card?
Yes, funds are safe and held by the card issuer, Cuscal Limited, an Authorised Deposit-Taking Institution.
You have until 5pm on Friday, 15 August 2008 to access your funds via ATM or EFTPOS transactions. After this date, funds will only be available through an application for reimbursement to Cuscal.
How can I check the balance of my account or find out if all my funds are available?
The administrator managing Bill Express has withdrawn some services in relation to maintaining accurate reporting of balances. Cuscal's ability to provide all balance information is therefore limited and depends on the type of bopo card you have.
If you have a reloadable card, up-to-date balances are available via ATMs.
I've loaded funds to my card, made purchases or ATM withdrawals but these transactions are not showing up in my bopo balance.
Following the appointment of the administrator in early July, the functionality of the bopo product has been winding down, including the ability to transfer funds to accounts.
To the best of our knowledge, card balances are up to date.
My card would not work at the ATM, what should I do?
If your card will not work at an ATM, a replacement card will not be issued.
Cardholders should consider using funds via EFTPOS transactions prior to 5pm on Friday, 15 August 2008 or, should you prefer, you may register with Cuscal for reimbursement of your funds.
My card has expired and will not work, how do I get a replacement card?
No new cards are being issued, please contact Cuscal on (02) 8299 9000 between 7.30am and 6.00pm (AEST) Monday to Friday. A team member will take your details and, after verification, finalise your account and send you the remaining balance.
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.
What information do I need to provide to Cuscal to register for reimbursement of funds in my bopo card account?
The following information is required by Cuscal in order to reimburse bopo cardholder funds:
- Card number
- Full name
- Address
- Date of birth
- Approximate balance of account
Please contact Cuscal on (02) 8299 9000 between 7.30am and 6.00pm (AEST) Monday to Friday with this information at hand, and our representatives will assist with your reimbursement.
How long will it take to receive my money if I go through the reimbursement process?
Cuscal are aware that cardholders want to receive funds as quickly as possible and encourage cardholders to withdraw funds from ATMs or through EFTPOS purchases before 5pm on 15 August 2008.
The process for reimbursement will take longer than withdrawal from ATMs or via EFTPOS purchases and the speed will depend largely on access to relevant information to obtain cardholder verification.
How will I receive the reimbursement?
bopo cardholders have until 5pm on 15 August 2008 to withdraw their funds via ATMs or through EFTPOS purchases.
Cuscal is currently in the process of setting up the reimbursement process for those who have not withdrawn or are unable to withdraw their funds by this date.
The process for reimbursement will take longer than withdrawal from ATMs or via EFTPOS purchases and the speed will depend largely on access to relevant information to obtain cardholder verification.
I lost my bopo card, what can I do?
Please contact Cuscal on (02) 8299 9000 between 7.30am and 6.00pm (AEST) Monday to Friday with the following information:
- Card Number
- Full Name
- Address
- Date of Birth
- Approximate Balance of Account
- Date and amount of last transaction
- Date your card was lost