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The Arizona Electronic Payment Card (EPC) - Frequently Asked Questions (FAQ) part 2
Return to all Child Support FAQs
Important information regarding the Arizona Electronic Payment Card
The Arizona Department of Economic Security currently uses Bank of America as our bank servicer vendor for the Arizona Electronic Payment Card (EPC).
More FAQs: The Arizona Electronic Payment Card (EPC) - Frequently Asked Questions (FAQ) part 1
Will I have to pay ATM fees?
The Arizona Electronic Payment Card is part of the Allpoint ATM network, which means you now have access to over 50,000 surcharge-free (NO ATM FEE) ATMs nationwide. Please note that at Allpoint ATMs you must press "YES" to accept the surcharge and proceed with your withdrawal. However, the fee will not be deducted from your account. You can verify this by checking your ATM transaction receipt. For the nearest Allpoint ATM, visit the following Web Site www.allpointnetwork.com . Many other ATM owners do assess a fee. If you use an ATM with a fee, you will be responsible for that fee.
Are there any fees for using my Arizona Electronic Payment Card?
Yes. However, in most cases, you will not have to pay a fee to make purchases or withdraw cash from a bank or ATM. Cardholders have free access to thousands of in-network ATMs in Arizona, neighboring states, and nationwide. Out of network ATM owners may impose an additional "convenience fee" or "surcharge fee" for certain ATM transactions. Additional services may incur a fee. For questions about fees, contact customer service at 1-866-802-7011.
Can I overdraw on Arizona Electronic Payment Card?
Yes. Merchants are generally not able to determine the balance on your card, so you should always verify the balance before using your Arizona Electronic Payment Card. This is not a credit card and attempting to use your card for purchases that exceed your balance may result in the transaction being declined or your account becoming overdrawn.
How much money can I withdraw from an ATM?
The Arizona Electronic Payment Card (EPC) has no daily limit for ATM withdrawals and you may withdraw up to the full balance on your Arizona EPC account. However, many independent ATM owners have a maximum amount that is allowed to be withdrawn. If you wish to withdraw more than an ATM can provide, then you can visit any financial institution where VISA® is accepted to withdraw up to the full balance on your EPC. There are generally no transaction fees for these types of transactions, but this may vary by banking institution.
Can I go to a bank and withdraw money from my Arizona Electronic Payment Account?
Yes. You can use any bank that displays the Visa® logo and withdraw up to the entire balance on your Arizona Electronic Payment Card. If you have questions, call Bank of America Customer Service at 1-866-802-7011.
Can I pay bills with my Arizona Electronic Payment Card?
Yes. The card can be used to pay bills if funds are available.
What is the difference between a PIN and an access code?
Your PIN is a four-digit number that you enter on the keypad at ATMs and retail locations. Your access code is a six-digit number that you enter when you call Customer Service. You must select both numbers when you call to activate your card.
What if I forget my PIN or access code?
If you forget your PIN or access code, call Bank of America Customer Service at 1-866-802-7011 to select a new one. You should choose numbers that are easy for you to remember, but hard for someone else to figure out.
What if I enter the wrong PIN?
If you are having trouble remembering your PIN, do not guess your PIN. If you enter the wrong PIN, you have three more chances to enter the correct number. If the correct PIN is not entered by the fourth try, you must wait until after midnight to try again or call Bank of America Customer Service at the following number, 1-866-802-7011 for assistance.
What if my card doesn't work?
If your card doesn't work, please make sure that you have an available balance. If an ATM doesn't accept your card, try another ATM. The first ATM may be out of service or may not be part of the network that accepts the card.
What should I do if I lose my Arizona Electronic Payment Card?
If your Arizona Electronic Payment Card is lost, stolen or damaged, immediately call Bank of America Customer Service toll-free at 1-855-847-2030.
What should I do if my Arizona Electronic Payment Card is stolen?
If your Arizona Electronic Payment Card is lost, stolen or damaged, immediately call Bank of America Customer Service toll-free at 1-855-847-2030.
How long does it take to get money once a payment is received at the Clearinghouse?
Your payments should fund within two business days after a receipt is processed at the Clearinghouse. If your payment is not on your Arizona Electronic Payment Card after two business days, contact the Division of Child Support Customer Service at 602-252-4045 for assistance.
Do all child support payments go on the same Arizona Electronic Payment Card even if I have multiple cases?
Yes. All cases will fund to one card. You can determine which case received a payment by calling the Division of Child Support Customer Service at 602-252-4045.
Can funds be placed on an inactive card?
Yes. If a card is inactive, funds will still post to the card. Please make sure your contact information is current with the Division of Child Support Services in the event you need to request a replacement Arizona Electronic Payment Card.
Can I add money to my Arizona Electronic Payment Card?
No. You cannot make any additional deposits to the account. Only the Arizona Department of Economic Security can fund the card.
Why doesn't the bank's IVR balance match the child support balance?
The Arizona Electronic Payment Card is used by Child Support and Unemployment Insurance. If you are receiving unemployment benefits, it is possible that there are payments from both child support and unemployment being deposited to your card. The monthly statement will list deposits separately. For information about Unemployment Insurance payments call 1-877-766-8477.
How do I change my address?
To update your address, go to AZ Child Support Portal. Sign into your account to update address or contact the Division of Child Support Services at 602-252-4045.
Can I have both direct deposit and an Arizona Electronic Payment Card?
No. You will continue to receive funds into the designated direct deposit account until a request is made to stop the direct deposit. The Arizona Electronic Payment Card will only activate if direct deposit is stopped.
Can I sign up for direct deposit after I received the Arizona Electronic Payment Card?
Yes, please call our Interactive Voice Response (IVR) system at 602-252-4045 or 1-800-882-4151 and request an Electronic Payment form which will be sent to you by mail, or you can walk into the local child support office closest to you and pick up the form.
