Electronic Payment Card (EPC) from Unemployment Insurance Benefits

Why is my EPC changing from Bank of America to Comerica Bank?

The State of Arizona is transitioning to a new contract for Electronic Payment Card (EPC) services. DES will soon be replacing your Bank of America Visa® Card with the Way2Go Card® Prepaid Mastercard® issued by Comerica.

When should I expect my new Way2Go Card® to be mailed to me?

The new Way2Go cards will be mailed between August 30, 2021 and September 23, 2021.

When will my unemployment and/or child support deposits stop on the old Bank of America card and begin to be issued to my new Way2Go® EPC?

Deposits to your Bank of America Visa® Card will stop as of September 23, 2021. All payments issued on or after September 23, 2021, will be deposited to your new Way2Go® Card.

How do I begin using my new EPC card?

Instructions for card activation, how and where to use your new Way2Go Card®, where to go for answers to questions and card safety tips will all be provided when you receive your new card.

What if I’ve moved since I received my first EPC card?

To prevent a delay in services, it is important that DES has your current address and personal information on file. If your address or other personal information has changed, please take the following necessary steps to notify DES.

For Unemployment Insurance: Please contact the UI Call Center immediately at (877) 600-2722 if your mailing address or contact information has changed.

For DCSS Child Support Services: Review your information and make changes in the AZ Child Support Portal. If you are unable to make changes in the portal or need additional assistance, you can contact the DCSS Customer Service Center at 1-800-882-4151.

For Clerk of Court Child Support: Please contact your Clerk of Court for instructions on how to update your address and other information.

How long can I use my old Bank of America card?

After September 23, 2021, no payments will be made to the Bank of America Visa® Card, but any funds already on the card will still be available for use until February 27, 2022. Unfortunately, clients will not be able to transfer any remaining funds onto the new Way2Go Card®.

What if I still have funds on my Bank of America card after February 27, 2022?

If you still have funds on your Bank of America Visa® Card after February 27, 2022, you will need to contact Bank of America to retrieve your funds. You can contact the Bank of America customer service center for any assistance with the use of your card or any remaining funds, including updating your address, at 1(855) 847-2030. Hearing-impaired customers call TTY: 1(866) 656-5913. There is no charge for this service.

Does the new card have any fees I should be aware of?

Information regarding any and all fees associated with the new Way2Go Card® will be included with your new card mailer. For questions, please call Go Program Way2Go Card® Services toll-free at 833-915-4041 (TTY: 877-427-4172).

How do I use my Way2Go Card®?

Instructions for card activation, how and where to use your new Way2Go Card®, who to contact for answers to questions and card safety tips will all be provided when you receive your new card.

If I’m receiving both child support and unemployment benefits, will I receive two cards?

No. If you are receiving both unemployment benefits and child support payments, your new Way2GoⓇ card will be used for both payments on one card.

How long will I have to spend the funds on my Bank of America Visa® Card?

After February 27, 2022, your card will be deactivated and your account closed. You will not be able to use your card at ATMs or point-of-sale for cash-back with purchases after that date.

If you have any funds remaining on your Bank of America Visa® Card when your account is closed, you will have two options until March 30, 2022 to retrieve your funds:

• You can make a transfer of funds to another bank account using the Bank of America website or the Bank of America Prepaid Mobile App.

• You can call Bank of America to request a check to be mailed (allow 10 days to receive) or a Western Union emergency cash transfer (allow 24 hours to receive)

  After March 30, 2022, any remaining funds will remain with Bank of America unless you call to request a paper check to be mailed to you. Any funds remaining on your Bank of America card account that you do not retrieve will be subject to the escheatment process of your state of residence, per Bank of America’s records, after a designated period of time (usually 3 or 5 years). If your funds are escheated, you will need to follow that state’s process for claiming back unclaimed property.

The contact information for Bank of America is on the back of your card.

What do I do if I do not receive my new card in the mail?

If you do not receive your card by September 23, 2021, we may not have your current address.

Contact us at:

• For Unemployment Insurance (UI) and Pandemic Unemployment Assistance (PUA):
  UI Call Center 1-877-600-2722
• For DCSS Child Support:
  You can review your information and make changes in the AZ Child Support Portal
  If you are unable to make changes in the portal or need additional assistance, you can contact the DCSS Customer Service Center at 1-800-882-4151
• For Clerk of Court Child Support:
  Contact your Clerk of Court for instructions

Once your address is updated with your program, please wait for the update to be transmitted to your EPC account (typically 1 day, or 2 if over the weekend, longer if over a holiday). Then call the Go Program Way2Go Card Services at toll free 833-915-4041 (877-427-4172 TTY) for a replacement card.

What would I do if I was unable to activate my new Way2Go Card®?

Call:

Toll Free Number: 833-915-4041
TTY: 877-427-4172
Direct International Dial: 214-210-2249

Where can I find fee information for my new card?

View Way2Go Card® fee schedule.

Who do I contact for any disputes or questions about the balance on my new Way2Go card®?

Call:

Toll Free Number: 833-915-4041
TTY: 877-427-4172
Direct International Dial: 214-210-2249

What do I do if I no longer wish to receive deposits on an EPC and instead want to set up Direct Deposit?

You can update your banking information in CACTUS after logging in. Here is a tip sheet with instructions.

• CACTUS - Updating Banking Information (English)
• CACTUS - Updating Banking Information (Spanish)

What are the benefits of my new Way2Go Card®?

• You will be able to set up account alerts to receive through email, text or phone for:
  
  • Account information including deposit notification, low balance, and scheduled balance notifications
  • Transaction information including transactions that exceed set dollar amounts
  • Card information including replacement tracking and expiration
  • Security including password reset reminders and updates made to Way2Go Portal accounts
• You can use your card wherever Mastercard is accepted throughout the United States and worldwide
• You can access your funds through:
  
  • Comerica Bank, Allpoint and MoneyPass ATM networks
  • All Mastercard bank and credit union teller locations
  • Over 170,000 point-of-sale (POS) store locations for cash-back with purchases fee-free
• You can pay-at-the-pump to purchase gas without going inside the station
• The card fees are reduced for card replacements including expedited replacements
• The new card is EMV/chip-enabled for more robust security
• There is a web portal and mobile app you can use to:
  
  • Find ATM Locations and participating bank locations
  • Pay bills online
  • View card fees (ATM, Teller, Foreign)
  • View your balance inquiry and transaction details
  • Contact Customer Service

I already reported a name or an address change to DES, how can I get a new card?

Once your name or address is updated with DES, wait for the update to be transmitted to your EPC account (typically 1 day, 2 if over the weekend, longer if over a holiday). Then call for a replacement card:

Go Program Way2Go Card® Services
Go Program Customer Service

Toll Free Number: 833-915-4041

TTY: 877-427-4172

Direct International Dial: 214-210-2249

What is the last date to request a BofA replacement card?

Bank of America will provide card replacements until January 27, 2022.

How do I access the Way2Go Card Services Online?

You can access card and account services online at the Go Program website or by downloading the “Go Program Way2Go Card” app through the Google Play or Apple App Store.