RBC Visa Prepaid Incentive Cards Frequently Asked Questions for Cardholders

Yes, expiry dates are required in order to process Visa transactions. Expiry dates can be found on the front of cards and for standard programs, are set at 12 months from the date the cards are issued. Cards expire on the last day of the month and year indicated on the card. At expiry, cards are no longer usable and a fee is charged equal to the balance remaining on the card.

While they look like credit cards, Visa Prepaid Cards are actually prepaid/stored value cards. Cards are initially loaded and when purchases are made, amounts are deducted from the cards until the balances reach $0.

You can use your Visa Prepaid Card to make purchases wherever Visa cards are accepted, including online, by phone and at millions of retail locations worldwide. Standard cards cannot be used to withdraw cash at an ATM or to receive any other cash withdrawal or to make financial payments at any financial institution.

Non-personalized cards may be transferred by the purchaser or recipient to someone else provided the cards have not been signed. Once signed, cards are not transferable. Cards personalized in the name of the recipient are not transferable.

Standard RBC Visa Prepaid Cards are not reloadable and therefore cannot be used for recurring payments such as membership fees or other monthly bills. These transactions will not be authorized by merchants.

For merchandise returns and credit vouchers, please deal directly with merchants. RBC Visa Prepaid Cards and purchase receipts should be kept (even after the balance is depleted) as some merchants require the card and/or receipts to process merchandise returns. When it is store/merchant policy to credit the card used for purchases (rather than provide cash or store credit), the available balance on the card will be increased by the amount of the refund within two to three days of the return.

You can check your RBC Visa Prepaid Card balance online at www.myrbcprepaid.com or by phone toll-free at 1-855-228-8885. A $2 fee is charged when you call us and you are assisted by a live agent.

This fee will be waived if you are calling to report a disputed transaction, a lost or stolen card or unauthorized use of your card or card number. Additional charges may apply for reloadable programs. Please refer to the agreement that came with your card for full details.

Cards are no longer usable upon expiry. For standard card programs, a fee will be charged upon card expiry equal to the value of the balance remaining on the card.

RBC Visa Prepaid Cards may be used to make purchases anywhere in the world where Visa cards are accepted. Standard cards cannot be used to withdraw cash at an ATM or to receive any other cash withdrawal or make financial payments at any financial institution. If your Reloadable card does have ATM access, a $2.50 fee is charged for all domestic ATM withdrawals, including RBC ATMs and a $5.00 fee is charged for all ATM withdrawals outside of Canada. Additional fees may also be charged by ATM service providers.

Standard RBC Visa Prepaid Cards do not have a personal identification number (PIN) and cannot be used to withdraw cash at an ATM or to receive any other cash withdrawal or make financial payments at any financial institution. If your Reloadable card does have ATM access, a PIN will be provided.

Yes, cards can be replaced if lost or stolen provided they have been registered at www.myrbcprepaid.com . Lost or stolen cards should be reported immediately by contacting us toll–free at 1-855-228-8885 within Canada or the United States. A Replacement Card will be issued and any available balance will be transferred to the new card, less a $15.00 Replacement Card fee that will be deducted from the card's available balance. With RBC Visa Prepaid Cards, you are also protected against unauthorized use, provided you take reasonable precautions as set out in the RBC Visa Prepaid Card Agreement.

Yes. However, some merchants require that a temporary hold be placed on funds. This is normal practice for merchants accepting credit or prepaid cards to ensure that the card has sufficient funds to pay for the final anticipated amount of the purchase. Merchants, such as restaurants or salons that require a tip or extra charge, will hold up to 20% in addition to the price of the goods or services being purchased. Because these holds take some time to clear, we recommend that you do NOT use your card in these situations to ensure that you have your full balance available to you for other purchases.

Cards can be used while travelling outside Canada, but they do not include Chip technology. Some merchants may not be familiar with these types of cards, so it is recommended that you have another form of payment (credit card, debit card, cash or traveller's cheques) available when making purchases, to avoid potential processing problems or delays. If cards or card numbers are used outside of Canada or if amounts are charged in a foreign currency, the transaction will be converted into Canadian dollars no later than the date we post the transaction to your card at an exchange rate that is 2.5% over a benchmark rate Royal Bank of Canada pays the payment card company on the date of conversion. The transaction can be viewed on the cards transaction history.

There are no usage, maintenance or inactivity fees charged to standard RBC Visa Prepaid Cards. Click here to view the various fees and charges that may be applicable to RBC Visa Prepaid Cards.

To discuss a dispute or declined transaction, please call, toll-free 1-855-228-8885 within Canada or the United States.

It is important to register RBC Visa Prepaid Cards at www.myrbcprepaid.com because cards must be registered in advance for them to be replaced should they be lost or stolen. This protects cardholders by preventing someone else from registering the card and accessing card balance and transaction information. In addition, it helps avoid disruptions and delays when shopping as some retailers will only allow online or telephone purchases with registered cards.

To make a purchase that is greater than the balance on the card, you should let the merchant know in advance that you will be splitting the payment (Note: some merchants may not be able to handle multiple forms of payment). You should then advise the merchant of the amount available on the card and use a second form of payment – credit card, debit card, cash or cheque – to cover the difference. You should be aware of the balance available on their card in advance of making a payment as merchants do not have the ability to check balances. Balances can be checked online at www.myrbcprepaid.com or by calling toll-free 1-855-228-8885 (a fee may apply when speaking to a live agent).

Should a merchant refuse to accept an RBC Visa Prepaid Card as a means of payment, contact 1-855-228-8885 within Canada or the U.S.

The following information should be provided by the cardholder:

• Name of the Cardholder
• RBC Visa Prepaid Card number (*** DO NOT include the card number when sending an email)
• Transaction date
• Transaction amount
• Name of the merchant
• Address of the merchant
• Reason given for the refusal
• You may receive a follow-up call to discuss the resolution

Difficulties may be encountered when using RBC Visa Prepaid Cards to pay for fuel at "pay at the pump" kiosks. We recommend that you take your card inside the gas station and pay the cashier.

While your card may not have your name on it, you will still need to sign the back in order to use it. When making a purchase you will sign the receipt and the merchant should compare that signature to the one on the back of the card to process the payment.

If you need help or have questions about your card, please call us toll- free at 1-855-228-8885 within Canada or the United States. Or, you can write us at the following address: Royal Bank, P.O. Box 1167, 31 Adelaide Street East, Toronto, Ontario, M5C 2K6. If you have a complaint, we have a complaint/dispute resolution procedure in place for dealing with these problems. We will tell you all about it if you ask. We also publish a brochure - "How to make a complaint" - which explains that procedure. You may obtain a copy of this brochure at any Royal Bank branch.

To manage your RBC Visa Prepaid Card including changing your address, visit www.myrbcprepaid.com