Unemployment Insurance TWC Debit Card
Frequently Asked Questions (FAQ)
Introduction
What is the TWC UI Debit Card?
The TWC UI Visa® Debit Card (debit card) from Chase Bank (Chase) is an easy, safe, and convenient way to obtain your Unemployment Insurance (UI) benefit payments.
Why am I getting this debit card?
When you apply for benefits, Texas Workforce Commission (TWC) offers you two ways to get your benefit payments:
- Direct Deposit, which is direct payment into your personal checking or savings account in a U.S. bank or credit union; or
- TWC UI Visa® Debit Card issued by JPMorgan Chase Bank.
Note: If you do not select direct deposit as your payment option, TWC will pay you by TWC UI Visa® Debit Card.
You are getting this debit card because:
- You are eligible for UI benefits. TWC authorizes Chase to create your debit-card account and send you a debit card only if you qualify for benefits.
- You did not sign up for direct deposit, there was a problem with your direct deposit, or you selected payment by debit card. (See Direct Deposit FAQs.)
When will I get my debit card?
You will receive your debit card and welcome packet in the mail within 10 days after TWC sends your first payment to Chase.
Where can I use my debit card and what can I use it for?
You can use your debit card to:
- Make purchases, such as groceries, gas, clothes and more — anywhere that accepts Visa debit cards. Look for the Visa logo.
- Pay bills online (transaction fee applies).
- Get cash back when you use your Personal Identification Number (PIN) for retail purchases, where available. The amount of cash back may vary by store. Be sure to ask about cash-back limits before beginning your transaction.
Briefly, you can use your debit card to get:
- free point-of-sale transactions at all Visa retail locations worldwide.
- free cash-back options where available.
Activation/Expiration
What should I do when I get my debit card?
Read the welcome packet carefully to learn about bank transaction fees and ATM surcharges, how and where to use your debit card, and how to manage your debit-card account. Before you can use your debit card, you need to call Chase customer service at 1-866-865-1273 to:
- activate your debit card; and
- set up a four-digit Personal Identification Number (PIN) (Option 4).
Note: Be sure to sign your card.
What happens if I don't activate my card within a year?
You must activate your card within 12 months of your first payment or you will lose the money TWC has sent to your debit card account. If you haven't activated your card, Chase will send the money in your account to TWC one year after the deposit date. By law, TWC cannot reissue benefits after one year.
Does my debit card expire when I no longer get UI benefits?
No. The debit card is valid for three years even if you stop receiving UI benefits. Keep your card and use it with any future claims within three years. Do not return the card to Chase or TWC. If you cannot find your card, or if you apply for benefits more than three years from the date on the card, call Chase Customer Service at 1-866-865-1273 to request a new card.
What should I do when my debit card expires?
If you are receiving benefits when your card expires, Chase will mail you a new debit card. The expiration date is on the front of your card. If you are no longer receiving benefits, Chase will not mail you an updated card. If you are receiving UI benefits and do not receive a new debit card, call Chase Customer Service at 1-866-865-1273.
Cash Withdrawals
Can I get cash back at any bank or ATM?
You can make cash withdrawals at any Visa-member bank. You get one free cash withdrawal from a bank teller after each deposit. After that, withdrawals from a bank teller are $5.00 each. You must show the bank teller a government-approved photo identification to get cash. The bank teller should not send you to an ATM.
You may also withdraw cash from an automated teller machine (ATM) displaying one of these logos:
Review the list of fees for more information on withdrawing cash from an ATM.
How much money can I withdraw daily from an ATM?
There is no daily limit. You may withdraw up to the balance in your debit-card account or the maximum allowed by the ATM.
Is there a Chase Bank or Allpoint ATM near me?
Chase has banks and ATMs throughout the United States. Go to www.chase.com to find your nearest Chase Bank or ATM. Go to www.allpointnetwork.com to find your nearest Allpoint ATM.
Why can't I withdraw less than $20 from an ATM?
Most ATMs don't have $1, $5, or $10 bills. You can go to a teller at any Visa-member bank to withdraw cash. However, there is a $5 teller transaction fee after your one free per deposit.
Purchases and Online Bill Payment
Is there a limit on the number of purchases I can make each month?
No, as long as you have money available in your debit-card account to cover the purchases.
Why do some merchants put a "hold" on my money?
Some merchants "hold" a preset amount of money in your debit-card account. For example, if you rent a car or reserve a hotel room, the merchant may estimate the total cost, which could exceed your account balance. Known as pre-authorization, the hold ensures that you have enough money to cover the purchase. The hold appears as a pending deduction on your account statement until the merchant debits the final purchase amount and cancels the hold. If the hold amount is greater than your account balance, Chase will deny the transaction even though you may have enough money to pay the purchase price.
Can I buy gas "at the pump"?
No. You cannot pay for fuel at automated fuel dispensers ("pay at the pump"). You must go inside the service station and prepay. For example, tell the clerk you would like "$20 on pump number 5."
Can I pay my bills online with my debit card?
Yes. You can pay any company, person or utility in the country that accepts Visa; however, each online payment transaction costs 50 cents. Go to www.myaccount.chase.com to:
- pay bills to Visa-member merchants (utilities, cell phone, rent, department stores, etc.);
- schedule payments up to one year in advance; and
- track past, future and open payments.
Fees and Other Charges
What is the best way to avoid debit-card fees and ATM surcharges?
Avoid surcharges by using your debit card to withdraw cash at only Chase or Allpoint ATMs because they are always free. You can avoid fees and surcharges by reading and following all of the instructions in the Chase Disclosure Statement, the User Guide, and Allpoint flier in your welcome packet. You can get:
- one free teller and ATM withdrawal per deposit, which expires if you don't use them before the next deposit;
- free point-of-sale transactions at all Visa retail locations worldwide; and
- free cash-back options where available.
Where can I get a complete list of fees?
A complete list of fees is in the Disclosure Statement in your debit card welcome packet.
This chart includes most fees.
| Service | Fee to Claimants |
|---|---|
| Account Enrollment | No fee |
| Retail Purchases | No bank transaction fee ever |
| Chase ATM Withdrawals | No bank transaction fee or surcharge ever |
| Cash-back at a Merchant | No bank transaction fee ever |
| Allpoint ATM Withdrawals | One free ATM withdrawal transaction per deposit; $1.50 bank transaction fee thereafter. Never a surcharge. |
| Other ATM Withdrawals | One free ATM withdrawal transaction per deposit; $1.50 bank transaction fee thereafter. Surcharges may apply. |
| ATM Balance Inquiry at a Chase ATM | No bank transaction fee ever |
| ATM Balance Inquiry at all other ATMs | $0.50 per transaction |
| Denied (NSF) Transaction | $1.00 per transaction |
| Teller Withdrawal at any Chase or any Visa Member Bank | One free teller withdrawal per deposit; $5.00 per bank transaction thereafter. |
| Inactive Account | $1.50 per month after 12 months of inactivity, if there is a balance in your account. |
| Card Replacement | One free card replaced per year; $7.50 per card replaced thereafter. |
| Expedited Card Delivery | $17.50 per card |
| International ATM Withdrawal | $3.00 per transaction |
| International ATM Balance Inquiry | $1.00 per transaction |
| Currency Conversion | 3% per foreign currency |
How do bank transaction fees and ATM surcharges differ?
Chase charges a bank transaction fee for using your debit card at ATMs outside the Chase network. You get one free (no bank transaction fee) withdrawal per deposit at any ATM out of the Chase network. There is a $1.50 fee for each additional withdrawal at ATMs outside the Chase network.
ATM owners that are not part of the Chase or Allpoint network impose a surcharge for using their ATMs.
This chart shows fees and surcharges when using your debit card at an ATM.
| ATM | FIRST WITHDRAWAL PER BENEFIT DEPOSIT | ADDITIONAL WITHDRAWALS | BALANCE INQUIRY | DENIED TRANSACTION | ||
|---|---|---|---|---|---|---|
| SURCHARGE | BANK FEE | SURCHARGE | BANK FEE | PER TRANSACTION | ||
| Chase | None | None | None | None | None | $1.00 |
| Allpoint | None | None | None | $1.50 | $.50 | $1.00 |
| Other | Varies | None | Varies | $1.50 | $.50 | $1.00 |
Will I have to pay ATM surcharges?
It depends on the ATM you use. There is never a surcharge for using a Chase or Allpoint ATM. Chase Bank is part of the Allpoint ATM network, which means you can use your debit card surcharge-free at more than 40,000 Chase and Allpoint ATMs nationwide and at banks that display the Visa logo.
NOTE: When using an Allpoint ATM, you must press YES to accept the surcharge and proceed with your transaction. Allpoint will not deduct the surcharge from your withdrawal or your debit-card account. Check your ATM transaction receipt to confirm there was no charge.
Is there a fee for using my debit card at point-of-sale machines?
No. There is no fee for using your debit card at a point-of-sale machine to make a purchase or get cash back. The amount of cash back allowed may vary by store. Be sure to ask about cash back limits before beginning your transaction.
What is a denied transaction fee?
A denied transaction occurs when you spend more money than you have available in your account (insufficient funds). Chase deducts $1 from your debit-card account for each denied transaction. Keep track of your balance to avoid this fee.
Is there a fee to use my debit card to get cash from a bank teller?
It depends. You get one free cash withdrawal (also known as a "cash advance") at a Chase or any Visa-member bank each time benefits are deposited to your debit-card account. After that, Chase will charge a $5 bank fee per withdrawal.
Is there a fee to review my account balance?
You can review your account balance free of charge:
- at all Chase ATMs;
- by calling Chase Customer Service at 1-866-865-1273; or
- by logging on to the Chase cardholder Web site at www.myaccount.chase.com.
Chase charges a bank transaction fee of $0.50 for each balance inquiry at any ATM not in the Chase network, and the other financial institution may charge an additional fee.
Is there a fee if I use an ATM outside of the United States?
Yes. There is a $3 transaction fee for each cash withdrawal made at ATMs outside of the United States.
Account Information
Does Chase provide a monthly statement of my debit-card account?
Yes. You may sign up to receive free paper account statements and can get free debit-card information at www.myaccount.chase.com or by calling Chase Customer Service at 1-866-865-1273.
How can I find out my balance and view my transaction history?
Go to www.myaccount.chase.com to:
- find your TWC UI debit-card account balance
- view your transaction history
Can I transfer my money from my debit-card account to my checking or savings account?
Yes. You can use your one free withdrawal per deposit to withdraw all of your UI benefits. Then you can deposit the cash in your personal account. If you request your withdrawal as a check or money order, be sure to ask whether the check or money order is free. (Sign up for direct deposit to have TWC deposit your benefits directly into your personal bank account.)
Can I get an instant notification of my benefit deposits?
Yes. You may sign up for My Alerts notification services with Chase Bank and automatically receive notification when UI benefits are deposited to your account. Chase will notify you by e-mail, text, or automated voice mail message. You can choose the method of notification. Alerts provide the specific deposit amount, date of deposit, and your available balance.
How do I sign up for My Alerts?
You can sign up for My Alerts at www.myaccount.chase.com (select the My Alerts tab) or by calling Chase Customer Service toll free at 1-866-865-1273 (select Option 5). Although Chase does not charge for this service, you may have to pay fees to your Internet, phone, or texting provider.
Can TWC take money from my debit-card account?
No. The money in your debit-card account belongs to you. However, if you don't activate your card within 12 months of your first payment, Chase will return any benefits in your account to TWC one year after the deposit date. By law, TWC cannot reissue benefits after one year. Also, if TWC says you have an overpayment, only you can withdraw cash from your account and send a check or money order to TWC. Do not send your debit card to TWC or Chase.
PINS
What is a UI PIN?
This is the four-digit Personal Identification Number (PIN) you set up when you applied for UI benefits with TWC. The UI PIN allows you to request benefit payments using TWC's Tele-Serv and to set up your user ID on TWC's Unemployment Benefits Services.
What is a debit-card PIN?
Your debit-card PIN is a four-digit number that you enter on the keypad at ATMs and retail locations. When you activate your debit card, you must set up a PIN to use with your Chase debit card. You can use the same numbers as your UI PIN.
When will I need my debit-card PIN?
You need your debit-card PIN to withdraw cash at an ATM or get debit-card information on the Chase Web site, www.myaccount.chase.com.
What if I forget my debit-card PIN?
To select a new one, call Chase Customer Service at 1-866-865-1273.
What if I enter the wrong debit-card PIN?
You have three chances to enter the number correctly before you are "locked out." If you do not enter the correct PIN in three attempts, you must wait until after midnight to try again or call Chase Customer Service at 1-866-865-1273 for assistance. If you cannot remember your PIN, don't guess.
Customer Support
What if my debit card doesn't work?
- Make sure you have activated your debit card and have a balance in your debit-card account.
- Make sure the logo on the ATM matches a logo on the back of your debit card.
- Remember to select the "checking" option. Funds are withdrawn from your debit card.
- If an ATM doesn't accept your debit card, try another ATM. The first ATM may be broken or may not be part of the network that accepts the card.
If the debit card still doesn't work, call Chase Customer Service at 1-866-865-1273.
What if my address changes?
Update it immediately by logging on to ui.texasworkforce.org. Select Contact Information from the Change My Profile menu on the left. TWC will send your new address to Chase.
What if my debit card gets lost, stolen, or damaged?
To request a replacement, call Chase Customer Service at 1-866-865-1273. Chase provides one free replacement card each calendar year. Additional replacements cost $7.50 per card. Your new card should arrive within 10 business days. If you choose overnight delivery, the total charge is $17.50.
What if I get a call about a lost or stolen debit card?
Do not respond to unsolicited calls or texts that ask for TWC debit-card information. Chase Bank and TWC will not call or text TWC cardholders about lost or stolen cards.
Be aware of "phishing" schemes targeting debit-card users. For more information about phishing, visit:
- http://www.onguardonline.gov/topics/phishing.aspx (from FTC)
- http://www.oag.state.tx.us/alerts/alerts_view.php?id=148&type=1 (from OAG)
What if I need help with www.myaccount.chase.com?
For help with only Chase Web site issues, call the Chase Web site support helpline at 1-866-352-5878.