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Prepaid Customer Support

About Us

Prepaid Card Customer Support

Frequently Asked Questions

For More Information

 

About us

The Bancorp is one of the fastest growing and most experienced issuers of branded prepaid cards, currently issuing Visa ®, MasterCard ®, Discover ®, and UnionPay ® cards. The Bancorp works with program managers who market the cards and service them for you. 

The types of prepaid cards The Bancorp issues include, but are not limited to:

  • General purpose reloadable  cards
  • General purpose (open loop) or store-specific (closed loop)  gift cards
  • Reward and incentive cards
  • Payroll cards
  • Health and other benefit related cards
  • Transit/Commuter/Parking cards

 

Prepaid Card Customer Support

To report your prepaid card lost or stolen, to obtain any account related information, or make general inquiries regarding your prepaid card, please call the phone number and/or visit the website address  printed on the back of your card or appearing in your Cardholder Agreement. The Bancorp is the issuer of many prepaid cards and while we will do our best to assist you, the program manager of the prepaid card you have is best equipped to address any concerns regarding your account. The program manager for your card has access to real-time account information and can provide a more direct customer service experience. If you do not have your card and/or Cardholder Agreement, please contact us so that we may assist you. 

Call the program manager for assistance with: 

  • Merchant holds (also referred to as authorization holds)
  • Card activation, balance and  transaction inquiries
  • Concerns regarding card errors (example, your name is misspelled)
  • Contact information updates
  • Direct deposit assistance and funding options
  • Filing dispute claims
  • Merchant verification of cardholder name or address
  • Obtaining a PIN
  • Ordering a new or replacement card
  • Questions about fees associated with the card or card program
  • Requesting statement copies for card or account
  • Transferring funds between cards or accounts
  • Troubleshooting card access issues
  • Website assistance
     
     

Frequently Asked Questions 

How do I file a dispute claim? 

To report errors on your prepaid card account, please use the phone number or address appearing in the Cardholder Agreement, under the section titled “Information About Your Right to Dispute Errors”. If you do not have the Cardholder Agreement, call the customer service number on the back of your card or visit the website address printed on the back of your card. If you do not have the card and/or Cardholder Agreement, please contact us so that we may assist you.

 

How do I remove a merchant hold on my funds? 

A merchant hold, also known as an authorization hold or preauthorization, may appear on your card account until the transaction settles. Some holds can be removed by instruction from the merchant. Only a merchant may submit a request to remove an authorization hold.

To have an authorization hold removed the merchant must submit the following information on its company letterhead or on a company fax cover page:

  • Card number
  • Cardholder name
  • Dollar amount of the authorization
  • Authorization code
  • Date of the authorization
  • Merchant identification number
  • If the hold is due to a rental car or hotel reservation, a copy of the closed rental contract or hotel folio final payment is also required
     

The required information may be faxed to 605-988-3346 or mailed to PO Box 5017, Sioux Falls, SD 57117-5017. Once the required information is received, please allow 1-2 business days for an authorization hold to be released. After 2 business days, please call the customer service number on the back of your card to verify the authorization has been released.

 

For More Information 

Contact method

Details

Mailing address

PO Box 5017

Sioux Falls, SD 57117-5017

Fax number

605-988-3346

Email address

cardoperations@thebancorp.com

Toll-free phone number

866-271-1623; our agents are available to answer your calls 24/7.