Prepaid cards - Unclear information on fees
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You must be informed of all fees related to your product/ card before you are issued with it. We recommend retaining this information so that you can refer to it at a later date.
If you feel that you have been overcharged fees on your prepaid product then you should raise a complaint with your bank. They will then be able to look into this for you.
If you feel that the information on fees wasn't clear and accurate on applying for your card you should also get in touch.
You must be given notice of any changes in fees that apply to your prepaid product / card. You should be given at least 30 days notice of these changes.You should know
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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