Cardholder Frequently Asked Questions
General Debit Card Program Information
AT&T my Rewards Debit Card is an easy, more secure and convenient way to receive your AT&T employee rewards. You do not need to have a bank account to get the AT&T my Rewards Debit Card.
You’ll have access to your funds 24 hours a day, 7 days a week via purchases everywhere MasterCard® debit cards are accepted.
Here’s how the cards will work:
- Once you receive an employee reward from AT&T, Bank of America will create an account in your name and Funds will be sent by Electronic Funds Transfer to your AT&T my Rewards Debit Card.
- You can then use the AT&T my Rewards Debit Card to make purchases until the funds are exhausted.
- You can’t make any additional deposits to the account. Only AT&T my Rewards can fund the 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.
Debit Card Benefits
Convenience and flexibility
You do not need a bank account for your AT&T my Rewards debit card. The card is cost-efficient, secure, easy-to-use, and provides many options for making purchases.
Benefits of the card include:
- Use everywhere MasterCard debit cards are accepted – in-stores, online or by phone
- Use your cards to pay bills in person or online
- Account information and customer service – available 24 hours a day, 7 days a week
* Point of sale: a retail merchant that accepts debit cards.
Fee Schedule
In most cases, recipients won’t have to pay a fee to make purchases.
Schedule of Bank Fees
Bank Fees for AT&T my Rewards Debit Card transactions will be charged to your account on a daily basis as they occur.
Services with no fees
| Purchase Transactions | Fee |
|---|---|
| Purchase at Merchants (signed, using PIN, online, phone, or mail purchases) | No Fee |
| Other Services | |
| Online, Automated, Live or International Customer Service Inquiry | No Fee |
Services with fees
| Other Service Fees | Fee |
|---|---|
| Card Replacement Domestic | $5.00 per request |
| Card Replacement - Express Delivery (additional charge) | $15.00 per request |
| Card Replacement International (outside the U.S.) | $15.00 per request |
| International Transaction Fee | 3% of U.S. Dollar amount of transaction |
| Mailed Account Statement | $1.00 per statement |
| PIN Changes | 1 free per year, $0.50 thereafter |
| Account Closure Check Issuance | $5.00 per check |
Note: For any questions related to the above fee schedule, please call the Debit Card Customer Service Center at (888) 373-5801, (866) 656-5913 TTY, or (423) 262-1650 (Collect, when calling outside the U.S.). For questions regarding your incentive payments, please visit the AT&T my Rewards website.
How to Activate Your Debit Card
Activation of the card is simple and secure. It’s no more difficult than activating a credit card.
- You’ll receive your AT&T my Rewards Debit Card along with instructions on how to activate and use it. Once you receive the card, you can activate online or by calling (888) 373-5801 toll-free. Once activated, you may use your card if you’ve received a reward deposit into your account.
- For security reasons you’ll need:
- the 16-digit number that appears on the face of the card
- the 3-digit card security number that appears on the back of the card
- the last four digits of the phone number you provided when you originally registered your internal AT&T my Rewards profile
- During the activation process, you’ll be asked to create a personal identification number (PIN). The PIN can be used to make PIN purchases.
- Once the card is activated, you’ll be given the account balance and may begin using it immediately.
How to Use Your Debit Card
Purchases
You can use your card everywhere Visa debit cards are accepted.
To conduct purchases with a signature:
- Present or swipe your card.
- Choose “credit.”
- Sign, take your card and receipt.
To conduct purchases with a PIN:
- Swipe your card.
- Choose “debit” and enter your PIN.
- Take your card, cash and receipt.
Special Transactions
Gas stations – Paying at the pump may cause a hold of up to $100; consider paying inside, saying how much you want to purchase, and signing the receipt.
Restaurants – Restaurants may verify you have enough in your account for the bill. Make sure you have enough funds to cover any added tip.
Hotels – The hotel may hold the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, the hold may take a few days to be removed.
Auto rentals – You may use your card for final payment for a rental car, but a credit card may be necessary to reserve a rental car.
Returns – Store return policies vary. You may receive a credit to your account or a store credit. A credit to your account may take a week to process before funds are available for use.
Pay bills
Pay bills online, in-person, or over the phone. By using the AT&T my Rewards Debit Card to pay bills online or over the phone, you can avoid costly fees charged by check cashers and others.
Balance Inquiries
Know your balance
Merchants are generally not able to determine the balance on your card, so you should always verify the balance before using your AT&T my Rewards Debit Card. Attempting to use your card for purchases that exceed your balance may result in the card being declined.
Cardholders can check the balance on their cards and review all their account transaction activity 24 hours a day online or by calling (888) 373-5801.
- There is no fee for online and telephone balance inquiries.
- Sign up for free low balance alerts (mobile text message and e-mail) by logging in to your account.
Address Changes
Address changes may be done online through the Profile page once you are signed on to this website. You can also contact the AT&T my Rewards Debit Card Customer Service Center at (888) 373-5801. In addition to contacting the AT&T my Rewards Debit Card Customer Service Center, please notify AT&T by visiting the AT&T my Rewards website.
Lost or Stolen Debit Cards
If your card is lost or stolen, the Bank of America “Zero Liability” Policy protects you against fraudulent transactions (subject to certain conditions). You need only contact the AT&T my Rewards Debit Card Customer Service Center at (888) 373-5801 to report your card lost or stolen and to request a replacement card.
- If the card has been used, the bank will issue the replacement card in the amount of the remaining balance.
If the post office is unable to deliver an AT&T my Rewards Debit Card, it will be returned to the bank. Contact the AT&T my Rewards Debit Card Customer Service Center at (888) 373-5801 to update your address information and request a new card be mailed to you.
Disputes
Cardholders who do not receive monthly account statements by mail
All account disputes should be directed to the AT&T my Rewards Debit Card Customer Service Center at (888) 373-5801. You should contact customer service as soon as you can if you think an error has occurred in your Account.
Bank of America must hear from you no later than 60 days after the earliest date you electronically access your account, if the error or problem could be viewed in your electronic history; or the date we sent the FIRST written history on which the error or problem appeared.
A Bank of America AT&T my Rewards Debit Card Customer Service representative will provide you with a dispute form to complete and return.
Cardholders who receive monthly account statements by mail
All account disputes should be directed to the AT&T my Rewards Debit Card Customer Service Center at (888) 373-5801. You should contact customer service as soon as you can if you think your statement or receipt is wrong, or if you need more information about a transaction listed on the statement or receipt.
Bank of America must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.
A Bank of America AT&T my Rewards Debit Card Customer Service representative will provide you with a dispute form to complete and return.
Card Expiration
One month prior to the expiration date listed on the front of your Debit Card, you will receive a new card with a new expiration date. Please be sure to activate your new card and destroy your expired card. Your balances and payments will be accessible on your new card after activation.
Glossary
Online purchase
Web sites that accept debit cards for purchases.
PIN
Personal Identification Number, which is used to authorize certain purchases; and to access account information.
POS
Point of sale (a retail merchant that accepts debit cards).
This card is issued by Bank of America, N.A., pursuant to a license from MasterCard International Incorporated. MasterCard is a registered trade mark of MasterCard International Incorporated.