US Bank

This guide explains how participants can resolve common issues, when AidKit may need to assist, and what to expect from US Bank’s card program.

Personalized Cards: Participants can report a lost or stolen card through the phone line (800-USBANKS), mobile app, or cardholder portal. Recent charges can be reviewed for possible fraud. A new card will be issued, and any remaining funds will be transferred automatically once the replacement card is activated. Expedited shipping is available for a fee.
Instant Issue / No-Name Cards: For programs with onsite card inventory, AidKit (or the program partner) can provide a new card packet immediately. Once activated, the new card links to the participant’s account, and funds transfer automatically.

Participants should call Cardholder Services (number on the back of the card, in the app, or in the portal) to report suspected fraud within 60 days.
The card will be deactivated, and a dispute form must be completed and returned before the investigation begins.
Investigations begin once the form is received. Provisional credit may be provided depending on the initial findings.
A replacement card is issued after address verification, and funds are transferred automatically upon activation.

Participants can reset their PIN by:
- Calling Cardholder Services (IVR option), or using the mobile app or cardholder portal.

Cardholders may contact Cardholder Services for ATM-related issues.
An ATM locator is also available in the mobile app and portal for finding in-network ATMs.

Balances can be checked:
- Via IVR phone system
- Through the mobile app or online portal

Card → Bank (ACH): Participants can transfer funds by calling Cardholder Services (800-USBANKS) or using the External Transfer feature in the mobile app or portal.
Old Card → New Card: When a new card is activated, any remaining funds transfer automatically.
Closing Old Cards: Automatically completed by US Bank’s processing system when the new card is activated.

Most requests are handled directly by US Bank. AidKit may need to assist when:

Program-specific rules limit US Bank's ability to replace cards.
US Bank cannot verify a participant’s identity and requests AidKit to provide contact information.
Otherwise, all standard requests (fraud, PIN resets, balance inquiries, transfers, ATM support) are handled by US Bank.

US Bank offers interpretation in 200+ languages.
If an interpreter is needed, the participant will be placed on hold while the live agent connects with interpreter services. For rare languages, an appointment may be scheduled, and the participant is advised during the call.

Availability: 24/7, including holidays
Languages: 200+ via interpreter services
Response Time: Live agent support available immediately
Verification Needed: Last 4 digits of the card (via IVR) and, if needed, date of birth, ZIP code, full name, full address, phone number, or email address

Availability: 24/7
Languages: English and Spanish
Access Requirements: Active card + email address (used as username) + password created during registration
Features Include:
- View/download card activity and statements, Update contact information, Register/manage text and email alerts, Report lost card or request replacement
- Access FAQs, financial tips, and contact info

ACH Loads: 2–3 business days
Debit Card Loads: Usually within 30 minutes (sometimes seconds)
Card Mailing:
- Standard: 7–10 business days via USPS First Class Mail (no tracking)
- Expedited: 1–3 business days or overnight via UPS (tracking provided; cannot ship to P.O. boxes or general delivery)

Balance Limit: $40,000
Load Limit: Up to 5 ACH loads, $5,000 per load, $20,000 per day
Withdrawal Limit: Up to 5 ATM withdrawals, $1,525 per transaction, $1,525 per day
Spend Limit: Up to 20 transactions, $4,000 per transaction, $8,025 per day
Transfer Limit: Up to 2 transfers per day, $2,500 per transaction
Digital Wallets: Cards are compatible with Apple Pay and Google Pay
Expiration Notices: Cardholders are notified by email and/or text when a replacement card is shipped

Fraud Monitoring: US Bank uses both internal fraud teams and external fraud detection services. Specific processes are not disclosed for security reasons.
Investigation Timeline:
- Fraud must be reported within 120 days.
- Written confirmation must be provided within 10 business days.
- Provisional credit typically issued within 10 business days if more time is needed.
- Full investigations may take 45–90 days, depending on transaction type.
Card Replacement:
- USPS standard: 7–10 business days
- UPS expedited: 1–3 days or overnight (fee applies)
Fund Protections: Funds transfer automatically once the new card is activated.
Identity Verification: Generally not required for RxKids participants. If necessary, participants may be asked to provide documentation (e.g., government ID, proof of address).

US Bank will continue supporting participants until they have spent all remaining funds on their cards.
Standard cardholder support remains available for lost cards, replacement requests, balance inquiries, and withdrawals.
Reloading funds may be disabled once the program concludes.

Last updated 2 months ago