Frequently Asked Questions

SUNTRUST BANK
COMMERCIAL PREPAID - RELOADABLE CARD
ANSWERS TO FREQUENTLY ASKED QUESTIONS
GENERAL INFORMATION
HOW DOES THE RELOADABLE PREPAID CARD WORK?
  • The Reloadable Prepaid card is a card that can be used to purchase goods and services at any merchant worldwide that accepts Visa debit cards, including online merchants.  In addition, the card can be used at any Plus/Interlink ATM worldwide to receive cash.  Each time you use your card, the value is reduced by the amount of the purchase or withdrawal. 
  • Reloading your card or putting more money on the card can be done by the purchaser of your card.  In most cases this will be performed by the company/entity that issued you the card. 
IS THE RELOADABLE CARD A CREDIT CARD?
  • No.  Although the card may look similar to a credit card and have the Visa logo, it is a prepaid card that does not have a line of credit.
CAN I PURCHASE A RELOADABLE CARD FOR MY OWN USE?
  • No, at this time Reloadable cards can only be purchased by businesses and commercial customers.
WHO CAN I SEND A RELOADABLE CARD TO?
  • You can provide a Reloadable card to any adult or child who lives in the U.S. (including Alaska and Hawaii).  Reloadable cards cannot be sent to international addresses, post office boxes, or to FPO or APO addresses.
  • Each recipient MUST provide a valid Social Security number prior to issuance, as well as legal name, address, and date-of-birth.
 
PURCHASING A RELOADABLE PREPAID CARD
HOW CAN I PURCHASE A RELOADABLE PREPAID CARD?
  • At this time Reloadable Prepaid Cards can only be purchased by business and commercial customers. There are no retail sales to individuals.
HOW MANY RELOADABLE PREPAID CARDS CAN I PURCHASE AT ONE TIME?
  • Reloadable cards are issued to businesses and companies for use with their employees, contractors, customers, etc.  Therefore, the number of cards purchased is entirely at the discretion of the company setting up the Reloadable Prepaid Card Program.
WHAT AMOUNT OF MONEY CAN I PUT ON THE RELOADABLE CARD?
  • You can purchase and reload cards in any denomination ranging from $0 - $5,000.00.  Maximum card value at anytime cannot exceed $8,000.    
IS THERE A FEE FOR PURCHASING OR RELOADING A RELOADABLE CARD?
  • This fee is variable based on existing SunTrust relationship and can be waived in some circumstances.  Generally, there is a $2.00 - $3.95 per card order fee and a $1/reload/card fee.  However, this reload fee is waived if the source of funds is being debited from a SunTrust deposit account.  Fees are based on the size of the Reloadable Prepaid Card order.
WILL YOU SEND THE RELOADABLE PREPAID CARD DIRECTLY TO MY RECIPIENT?
  • Yes.  At the companies’ discretion, we will mail Reloadable Prepaid cards directly to your recipients via first-class mail at no charge.
  • Or, if you choose, you can elect to receive all Reloadable cards in an order at one location via express mail.  This would allow you to hand them directly to the intended recipients.
WHAT INFORMATION AND PACKAGING WILL MY RECIPIENT RECEIVE WITH THEIR RELOADABLE PREPAID CARD?
  • The card will arrive affixed to a card carrier that has information about registering the card as well as selecting a PIN (Personal Identification Number), a copy of the Terms and Conditions for using the card as well as an excerpt of our Frequently Asked Questions document.
USING YOUR RELOADABLE CARD
HOW CAN MY RELOADABLE CARD BE ACTIVATED?
  • Your card can be activated by either calling Customer Service at 866-209-4909 or via the web at www.suntrust.com/gpr.  The purchaser of the Card was required to input the recipient’s phone number at the time of order.  The cardholder should call to activate their card from this phone number.  In addition, cards that are shipped in bulk directly to a company (who will provide the cards directly to the recipients) will be bulk-activated, so no activation is required by the cardholder.  The activation sticker on the front of the card will instruct the cardholder of their activation steps.
  • The Card recipient will then be required to REGISTER the card and select a PIN prior to any use.  This can be done by the cardholder via the internet address or phone number listed above.
WHO CAN USE THE RELOADABLE CARD?
  • Only the person who signs the back of the card.
WHEN ASKED BY A MERCHANT TO SELECT “CREDIT” OR “DEBIT”, WHAT SHOULD I DO?
  • Either.  When selecting “DEBIT” you will be required to input the PIN selected at time of registration.  When selecting “CREDIT”, you simply sign your receipt.
HOW CAN I CHECK THE AMOUNT OF MY REMAINING RELOADABLE CARD BALANCE, THE EXPIRATION DATE AND TRANSACTION INFORMATION?
  • You can receive information regarding your card balance and expiration date as well as a summary of your purchase transactions by visiting us online at www.suntrust.com/gpr or by calling Customer Service at 1-866-209-4909.
IS THERE A FEE FOR CALLING CUSTOMER SERVICE TO GET MY RELOADABLE PREPAID CARD BALANCE?
  • There is no fee for speaking with our Customer Service agent up to 2 times each month.  For each additional call in any month, a $1 fee will be charged against your remaining card balance. There is never a fee for checking your card balance online or through our automated Customer Service Voice Response Unit.
CAN MY PURCHASE AMOUNT EXCEED MY REMAINING RELOADABLE CARD BALANCE?
  • Merchants are generally not able to determine the balance on your Card, therefore you should know your Card balance before you shop (visit us online at www.suntrust.com/gpr or call our Customer Service at 1-866-209-4909 for your Card balance at any time).  If you wish to make a purchase in excess of your Card balance, you must let the merchant know in advance the amount of the Card balance and that you will be using two types of payment for the purchase.  The excess amount should be paid before the Card is processed (by cash, credit card or check), otherwise the Card may be declined.
WHERE CAN I USE THE RELOADABLE PREPAID CARD?
  • You can use your card to purchase goods and services at any merchant that accepts Visa debit cards, including online merchants.  Your card cannot be used for internet gambling and/or any illegal activity.  Note: as many internet retailers validate the address of record for your Reloadable card, you MUST register your card prior to use.  Please visit us on the web at www.suntrust.com/gpr or call 866-209-4909 to register your card.
CAN I RELOAD THE CARD WITH ADDITIONAL MONEY?
  • Yes.  Simply contact the company that issued you the card and request they reload for you.
WHY IS MY RELOADABLE PREPAID CARD SOMETIMES DECLINED AT A RESTAURANT WHEN I HAVE ENOUGH REMAINING CARD VALUE TO PAY THE FOOD PURCHASE?
  • The usual cause of this problem is that restaurants program their card terminals to add an “up-charge” of 10% to 25% to the amount of your food purchase at the time of authorization to cover any anticipated gratuity (this may also occur at hotels to cover additional hotel charges).  You will not be charged this amount if you choose to pay a different gratuity or pay the gratuity with cash.  Your card will be decreased only by the amount on your signed receipt.   Since many restaurants program their terminals to include this up-charge, the amount the restaurant has attempted to authorize may exceed your available card balance and the purchase may be declined.  To avoid this problem, make sure that the amount of the restaurant food purchase (or hotel bill), less any gratuity, is not more than 75% of the available card balance.  If the available card balance is not sufficient for the restaurant purchase, simply use your card at any retail merchant that accepts the Visa debit card.
CAN I USE MY RELOADABLE CARD AT “PAY AT THE PUMP” GAS STATIONS?
  • When paying at the pump, simply insert your Card and follow the instructions.  If you are unable to complete the transaction at the pump, proceed inside and present your Card to the attendant prior to pumping. 
CAN MY RELOADABLE PREPAID CARD BE USED TO OBTAIN CASH AT AN ATM OR BANK?
  • Yes.  Please note that cash advances at a bank using your card may incur a cash advance fee.  To avoid this fee, utilize any participating PLUS/Interlink ATM.  SunTrust ATM cash withdrawals have no fee.
WHAT CAN I DO IF MY CARD IS LOST, STOLEN OR HAS BEEN USED WITHOUT MY AUTHORIZATION?
  •  If you believe your Card has been lost, stolen, or subject to unauthorized use, immediately call Customer Service at 1-866-209-4909, 24 hours a day, 7 days a week to cancel your card.  After your card is cancelled, it may be replaced with the remaining value less a card replacement fee.  Please see the SunTrust GPR Card Terms and Conditions for complete details regarding your right and obligations.
HOW CAN I REPORT A DISPUTED TRANSACTION OR AN ERROR ON MY GPR CARD?
  • If you dispute a purchase transaction, contact the merchant that provided the goods or services to you.  If you cannot resolve the dispute with the merchant or if you believe there is an error regarding your card account, contact our Customer Service at 1-866-209-4909.   Please see the SunTrust GPR Card Terms and Conditions for complete details regarding your rights and obligations.
ARE THERE FEES ASSOCIATED WITH THE GPR CARD?
  • Yes, the following fees apply to the Reloadable Prepaid cardholder:
    • $2.95/month maintenance*
    • $2.00 non-SunTrust Bank ATM
    • $5.00 card replacement fee
    • $15.00 check issuance fee
    • $1.00 Customer Service assisted call fee (waived for the first 2 calls each month).
    • $1.00 excess PIN replacement fee (waived for the first PIN change).
    • $10.00 paper statement fee (online statements are no charge)
    • $5.00 International ATM Inquiry/Withdrawal fee
    • $2.50/month stale-account fee (if no transactions post for a period of six months)
  • Please see the SunTrust GPR Card Terms and Conditions for complete details.

*Monthly maintenance fees are variable and don’t always apply.  Please check with the company that issued your GPR Card for program details, or call 866-209-4909.

HOW CAN I OBTAIN INFORMATION REGARDING MY RELOADABLE PREPAID CARD TRANSACTIONS?
  • You can obtain information regarding your card transactions for the preceding 12-month period of time by visiting us online at www.suntrust.com/gpr.  If you need earlier information, please call Customer Service at 1-866-209-4909.
 
CARD EXPIRATION AND CANCELLATION
HOW LONG CAN I USE MY RELOADABLE PREPAID CARD?

You can use your card until the expiration date embossed on the front of the Card.   Purchases requested after the Card’s expiration date will be declined.  

WHAT HAPPENS IF THERE IS A REMAINING BALANCE AFTER THE RELOADABLE PREPAID CARD EXPIRES?
  • As your expiration date approaches, a new card will be sent automatically if your existing card doesn’t have a negative balance or listed as being “stale-dated”, which occurs when there has been no posting transactions over a six-month period.  You should expect to receive your new card approximately six weeks prior to expiration on your existing card.