Prepaid cards - Lack of information provided
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- The federal Prepaid Payment Products Regulations cover prepaid payment products issued by federally regulated financial institutions (FRFIs), including banks.
- These regulations require the FRFI to provide information to you on the product before issue, at the point of issue and also directly on the card. This information must be provided in a clear, simple way.
- If you feel that you haven't been provided with sufficient information, the information wasn't clear, or the information was incorrect then you should get in touch with your provider.
Where available we include the Internal Ombudsman of a bank in the escalation process. This is in-line with the FCAC complaints process guidance:
If you already have a final response from your bank that is not to your satifaction, you can choose to escalate for a Third Party Review regardless of whether you have been to the Internal Ombudsman.
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