Frequently Asked Questions
General
Using a Reward Card
- How do I get a Personal Identification Number (PIN) if I want a new one or want to change my current PIN?
- Does a BBVA Visa Reward Card have to be activated before it can be used?
- Can the BBVA Visa Reward Card be used for online purchases?
- What are the fees that may be charged to the Reward Card recipient for use of the Card?
- Do I need to sign an agreement?
- What if a merchant's request for authorization of a purchase on the Reward Card is denied?
- Can I make a purchase for more than the amount remaining on the Reward Card?
- Why is there sometimes a problem using a BBVA Visa Reward Card at a restaurant, even though there is enough value available on the Reward Card to cover the bill?
- Why can I not use a Reward Card for "pay at the pump" gasoline purchases?
- Can the BBVA Visa Reward Card be used at more than one merchant?
- Can the BBVA Visa Reward Card be used to obtain cash?
- What happens when I spend all the funds on my BBVA Visa Reward Card?
- Can a BBVA Visa Reward Card be "reloaded"?
- May an item purchased with the BBVA Visa Reward Card be returned?
- Does the Reward Card have an expiration date?
- What happens if the BBVA Visa Reward Card is lost, stolen or subject to unauthorized use?
- Can the BBVA Visa Reward Card ever have a negative balance?
- Can I change my address and telephone number with BBVA after receiving a BBVA Visa Reward Card?
Checking the Value Available on a Reward Card
General
How does the BBVA Visa Reward Card work?
When you receive a Reward Card from a business as an incentive or thank you, you can use that Reward Card like a Visa debit card to make purchases, up to the value of the card.
What makes the BBVA Visa Reward Card different from other Reward Cards or certificates?
purchases using your PIN at merchants that participate in the Interlink or STAR Network. Unlike a store Gift card or certificate, which permits purchases only at that store, the BBVA Visa Reward Card can be used for purchases at all kinds of stores.
Is the BBVA Visa Reward Card a credit card?
No. The BBVA Visa Reward Card is a prepaid Visa card that carries a fixed cash amount determined by the purchaser at the time of purchase. Each time the Card is used, the purchase amount is deducted from the value available on the Card.
Is the BBVA Visa Reward Card a gift card?
No. The BBVA Visa Reward Card is a prepaid Visa card that can only be purchased and distributed by registered commercial customers for the benefit of their employees or customers. Registered commercial customers issue these Cards to those they wish to thank or reward for their contributions to their business.
Using a Reward Card
How do I get a Personal Identification Number (PIN) if I want a new one or want to change my current PIN?
You can set up or update your PIN by calling 1-866-236-7967 . When you activate your card, you must select a PIN to complete activation. You will need to use the PIN to make certain transactions with your card. To obtain your PIN, call 1-866-236-7967 and follow the prompts.
Does a BBVA Visa Reward Card have to be activated before it can be used?
Yes. The Reward Card can be activated by either calling 1.866.791-6841 toll free, 24 hours a day, seven days a week and providing the 16-digit BBVA Visa Reward Card number, along with the 3-digit CVV number (the security code on the signature panel on the back of the Card), or by logging onto the web at bbvausa.com/prepaidrewards .
Can the BBVA Visa Reward Card be used for online purchases?
Absolutely. The Reward Card can be used for purchases anywhere Visa debit cards are accepted - even online. Online merchants may require the 3-digit CVV number (the security code on the signature panel on the back of the card).
What are the fees that may be charged to the Reward Card recipient for use of the Card?
Monthly Maintenance Fee (begins 7th month after card is issued) - $6.75
Lost/Stolen Replacement - $7.50
Replacement Card - $7.50
VRU Access calls (automated system) – 10 free per month. $5.00 each after 10th call.
CSR Access calls (live agent) – 2 free per month. $5.00 each after 2nd call.
Check Issuance/Card Closing Fee - $15.00
Multi-Currency Conversion Fee for International transactions – 3% of transaction.
Single Currency Conversion Fee for International transactions – 1% of transaction.
The amount of any fees will be deducted from the value stored on the Reward Card.
As a Reward Card recipient do I need to sign an agreement?
No. Each card is distributed with the Terms and Conditions for use of the card. These Terms and Conditions can also be viewed online. By accepting the Reward Card, signing the back of the Card, or using the Card, you accept these Terms and Conditions.
What if a merchant's request for authorization of a purchase on the Reward Card is denied?
If a merchant is unable to obtain authorization for a purchase on a Reward Card, the value available on that Card probably is less than the authorized amount. You may check the value remaining on the Card by visiting our website at a href="https://www.bbvausa.com/prepaidrewards">bbvausa.com/prepaidrewards or calling (866) 791-6841 . Subject to the merchant's policy, the Card recipient may use another form of payment to pay any difference between the purchase price and the available value. Also, please be aware that:
- Some merchants - for example, restaurants, mail-order companies, hotels, beauty salons, and cruise lines - may request authorization for an amount greater than the purchase amount to assure sufficient funds for tips or incidental expenses.
Can I make a purchase for more than the amount remaining on the Reward Card?
You cannot use your Card alone to make a purchase that exceeds the value available on the Card. If you want to make a purchase in an amount greater than the value available on the Card, you must tell the cashier or merchant the amount you want to pay using your BBVA Visa Reward Card. Depending on the first tell the cashier or merchant and try to make a purchase in an amount greater than the value available on your Reward Card, the transaction will be declined. Note: It's important for you to keep a record of all transactions and fees charged to your Reward Card so that you always will know the amount of value available on the Card.
Why is there sometimes a problem using a BBVA Visa Reward Card at a restaurant, even though there is enough value available on the Reward Card to cover the bill?
The most frequent cause of this problem is that the restaurant requests authorization for an amount that includes not just the bill for food and beverages, but also the food server's anticipated tip. For example, the restaurant may increase or "up charge" the food/beverage bill by 15% - 20% when requesting authorization for any card transaction. Restaurants use this "up charge" to assure that, if a tip is put on the Reward Card, there will be sufficient value available on the Card to cover the total of the food/beverage bill plus the tip. However, even if the restaurant requested and received authorization for a higher, up-charged amount, only the amount shown on the final signed receipt will be deducted from the value on Reward Card. This problem is most likely to occur when the food/beverage bill is about 75% to 100% of the value available on the Reward Card balance, and less likely to occur when that bill is 50% or less of the available value.
Why can I not use a Reward Card for "pay at the pump" gasoline purchases?
Card terminals used for "pay at the pump" gasoline purchases will check for authorization before the amount of any purchase is determined. For this reason, we require any Reward Card used for a gasoline purchase to pay for the purchase inside with a cashier.
Can the BBVA Visa Reward Card be used at more than one merchant?
Yes, as long as there is enough value available on the Reward Card for the purchase at each merchant.
Can the BBVA Visa Reward Card be used to obtain cash?
No. The Card can only be used to make signature based or PIN based purchases.
What happens when I spend all the funds on my BBVA Visa Reward Card?
Your Reward Card will no longer be accepted as a form of payment. You should cut the card in half and discard it only after you are sure merchandise purchased will not be returned. If you anticipate needing to return an item, you should retain your Reward card, as many merchants require that returns be credited back to the card used to make the purchase.
Can a BBVA Visa Reward Card be "reloaded"?
No, new value cannot be "loaded" or added onto the Reward Card.
May an item purchased with the BBVA Visa Reward Card be returned?
Each merchant has its own return policy. Subject to those policies, a merchant may credit the Reward Card, provide a cash refund, or provide a store credit.
Does the Reward Card have an expiration date?
Yes, the expiration date is embossed on the Card, and cannot be used after that date. For this reason, the recipient should use all value on the Card before that date.
What happens if the BBVA Visa Reward Card is lost, stolen or subject to unauthorized use?
Tell us at once if you believe that your Card has been lost, stolen, or is subject to unauthorized use. Call us toll free at (866) 791-6841 , 24 hours per day, 7 days per week. You must know the Card number for your Card in order to report any unauthorized use. You should keep a record of this Card number in case your Card is lost or stolen.
Can the BBVA Visa Reward Card ever have a negative balance?
At the time of each transaction on the Card, there must be enough value available on the Reward Card to pay
for that transaction. In the event that a transaction is processed when the value available on the Card is not
enough to pay for that transaction, there will be an overdraft or "negative balance" on the Card. The Reward
Card recipient will be required to pay the amount of any negative balance and the related fee. Payments
should be sent to:
BBVA USA
C/o Reward Card Department
P.O. BOX 2210
Decatur, AL 35699
Can I change my address and telephone number with BBVA after receiving a BBVA Visa Reward Card?
Yes, any recipient of a Reward Card may edit the address and telephone number on his or her Card profile. After the recipient logs in to view the value currently available on the Card, he or she can select "Edit Profile" to make these changes.
Checking the Value Available on a Reward Card
How can I confirm the original value available on a BBVA Visa Reward Card?
You can confirm the original value by logging onto the web at bbvausa.com/prepaidrewards and checking your transaction history.
How can I check the remaining value available on a BBVA Visa Reward Card?
Reward Card recipients can review their Reward Card transactions and confirm the value currently available on their Cards free of charge by going to our website at bbvausa.com/prepaidrewards . Cardholders can also check their balance by calling BBVA Visa Reward Card Customer Service at 1.866.791-6841.