In Case of Errors or Questions About Your Payroll Card Account
Telephone us at 1-866-785-3614Or
Write us at BB&T Cardholder Services, Inc. P.O. Box 7235, Sioux Falls, SD 57117-7235Or
E-mail us at EPS.Cardholder.Support@fisglobal.com
as soon as you can, if you think an error has occurred in your payroll card account. You must report an error within 120 days after the alleged erroneous transaction was debited or credited to the payroll card account. You may request a written history of your transactions at any time by calling us at 1-866-785-3614 or writing us at BB&T Cardholder Services, Inc. P.O. Box 7235, Sioux Falls, SD 57117-7235.
You will need to tell us:(1) Your name and payroll card account number.
(2) Why you believe there is an error, and the dollar amount involved.
(3) Approximately when the error took place.
If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.
We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation.
You may ask for copies of the documents that we used in our investigation.
If you need more information about our error-resolution procedures, call us at 1-866-785-3614.