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The Arizona Electronic Payment Card (EPC) - Frequently Asked Questions (FAQ)   Back To Main FAQ

new arrowImportant information regarding the Arizona Electronic Payment Card

The Arizona Department of Economic Security is changing bank servicer vendors for the Arizona Electronic Payment Card (EPC) from JP Morgan/Chase to Bank of America in September 2013.

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How long will it take for me to get my Bank of America Arizona Electronic Payment Card?
Bank of America began mailing the new cards September 11th. If you did not receive information about the transition or you have not received your new card by September 30th, contact the Division of Child Support Services to verify your current mailing address.


How do I activate my new Bank of America card?
When you receive your Arizona Electronic Payment Card, you will receive instructions on how to activate and use it. Once you receive the card, you can activate online or by calling toll-free 1-855-847-2030. Once activated, you may use your card. For security reasons, you will 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 your social security number (or ITIN) or assigned identification number.

How do I contact Bank of America Customer Service?
Toll free Customer Service Number: 1-855-847-2030
TTY: 1-866-656-5913
Website: www.bankofamerica.com/azdesEPCExternal Link Icon


How do I contact JP Morgan/Chase Customer Service?
Toll free Customer Service number: 1-866-802-7011
TTY: 1-800-367-8939

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How long will the JP/Morgan Chase card be good?
The JP/Morgan Chase card will be good until the expiration date on the card. It is important to use all funds on the card prior to the expiration date.


What happens when my JP Morgan/Chase card expires?

  • If there is a balance remaining on your card, contact JP Morgan Chase at 1-866-802-7011.
  • If there is no available balance, there is no need to do anything.

 


When will my child support payments stop depositing to the JP Morgan/Chase card?
Child support payments will stop depositing to the JP Morgan/Chase card September 30th.


When will my child support payments start depositing to the new Bank of America card?
Child support payments will start depositing to the new Bank of America card beginning October 1, 2013.

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What happens if no payments are collected to put on my new Bank of America card?
The Division of Child Support Services can only fund the card with money that is received. If no money is received, then there will not be any deposits made to the card.


Can I transfer my monies from JP Morgan/Chase card to Bank of America card?
No. The JP/Morgan Chase card will be good until the expiration date on the card. It is important to use the funds on the card prior to the expiration date.


What do I do if I lost my new Bank of America card and need to get a replacement?
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 to contact the Electronic Payment Card Customer Service Center toll free at 1-855-847-2030 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.


How long will it take to receive a replacement card?
Generally, replacement cards are received within ten business days. Make sure that your address is correct with the Division of Child Support Services.

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How will I be able to access my Bank of America Arizona Electronic Payment Card statements?
Cardholders may receive monthly account statements by mail or electronically. For assistance or to request a statement, contact Bank of America Customer Service Center toll free at 1-855-847-2030. The Division of Child Support Services is unable to access the monthly EPC statements.


What do I do if I disagree with my account statement?
If the dispute is regarding the deposit to the Bank of America card, contact the Division of Child Support Services Customer Service at 602-252-4045 or toll free at 1-800-882-4151. If your dispute is about your monthly statement or a charge, contact Bank of America Customer Service Center toll free at 1-855-847-2030.


What is the Arizona Electronic Payment Card?
The Arizona Electronic Payment Card (EPC) is a debit card. Child support payments are transferred electronically into your card account from which you can access your money at any Automated Teller Machine (ATM). In addition, the card will be discreet and carry the Visa® logo and will be accepted anywhere debit cards are accepted. Although the EPC carries the Visa® logo, it is NOT a credit card. You are using your own money from child support payments deposited on your behalf.


Can I still receive paper checks?
No. If you believe that electronic payments create a hardship for you, request a hardship exemption from the State Disbursement Unit (SDU). You may request a hardship exemption at any time by writing to the:

ARIZONA STATE DISBURSEMENT UNIT
HARDSHIP EXEMPTION
PO BOX 36626
PHOENIX, AZ 85067-6626

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How do I sign up for the Arizona Electronic Payment Card?
Fill out the Electronic Payment Authorization form and mail it to the Division of Child Support Services at the address listed on the form. Forms are available at https://www.azdes.gov/InternetFiles/IntranetProgrammaticForms/pdf/CSE-1129AFORPF.pdf.


Will the card say that it is child support money?
No. There is nothing on the card itself to indicate that the funds are from child support. The card will have a Visa logo and will look exactly like a credit card.


Can a noncustodial parent receive an Arizona Electronic Payment Card?
No. Only custodial parents are issued Arizona Electronic Payment Cards.


Can an incarcerated custodial parent have an Arizona Electronic Payment Card?
No. The Department of Corrections does not allow this.

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My credit is bad. Can I get an Arizona Electronic Payment Card?
Yes. The Arizona Electronic Payment Card (EPC) is NOT a credit card. Any custodial parent that applies will receive an EPC.


Will having an Electronic Payment Card improve my credit score?
No. Information regarding card usage is not provided to credit reporting agencies.


When will I be able to start using my Arizona Electronic Payment Card?
After we receive your Electronic Payment Authorization form, it will take four to six weeks to receive your electronic payment card. You must activate the card in order to begin using it. Until you receive your card, you will continue to receive your child support payments by check.


Can an Arizona Electronic Payment Card be activated from any phone?
Yes. The card can be activated from any phone with the correct answers to the security questions.

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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.comExternal Link Icon. 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.

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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 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 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.

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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 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 Customer Service toll-free at 1-866-802-7011.


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 Customer Service toll-free at 1-866-802-7011.

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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 Services 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 Services 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.

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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, contact the Division of Child Support Services at https://extranet.azdes.gov/dcse/siteuser/Auth or by calling 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. Complete the Electronic Payment Authorization form and mail it to the Division of Child Support Services at the address listed on the form. Forms are available at https://www.azdes.gov/InternetFiles/IntranetProgrammaticForms/pdf/CSE-1129AFORPF.pdf (214 KB PDF).

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