Direct Vision Visa Prepaid Card

FREQUENTLY ASKED QUESTIONS

Account Security

What do I do if my Direct^® Vision Visa^® Prepaid Card is lost or stolen?

Rest easy. Call Direct Vision Prepaid Card Customer Service immediately at 1-866-630-2503 to report your lost or stolen card. We will cancel your card and issue a new one to you within 7-10 days.

What if I detect suspicious activity or transactions on my Direct Vision Visa Prepaid Card that I did not authorize?

First, log in to your Direct Vision Visa Prepaid Card account to see what purchases have been made. If you see anything suspicious, first call the merchant where the transaction occurred. They provide the fastest way for you to get a refund. Discuss your situation with them and if you are unable to come to a resolution, call Customer Service immediately at 1-866-630-2503 and a representative will help you. Click here to download a Disputed Transactions packet. Follow the detailed instructions of the first two pages of the packet. Both the Disputed Transactions Claim Form and the Affidavit of Fraud Form need to be completed and signed for your claim to be processed if you are unable to come to an agreement with the merchant.

How do I file a claim or dispute a transaction?

Click here to download a Disputed Transactions packet. Fill out and sign the Disputed Transactions Claim Form and the Affidavit of Fraud Form, and fax to 713-600-2929 along with any documentation showing the fraudulent or disputed transactions. Read the Disputed Transactions packet for additional information on what to include with your claim.

Where do I get a the forms I need to file a claim?

Click here to download a Disputed Transactions packet.

What if I forget my PIN or suspect someone else knows it?

Avoid this problem before it happens by keeping your PIN a secret. Never share it with anyone. If you have forgotten your PIN or think someone else might be using it, please call us at 1-866-630-2503 to have a new PIN issued.