Columbia Mall Gift Card FAQ

Purchasing a Prepaid Card:

Q: Why is there a fee to purchase a gift card?
A: A small fee is added to cover administrative costs of processing the cards. Since this gift card acts like a prepaid debit card, there are certain transaction costs associated with it.

Q: Which stores accept the gift card?
A: Any store that accepts the Discover® Card. The card may also be used at Discover® merchants in other (name of your company) properties provided your program is set up this way.

Q: What makes the gift card different from other gift cards or gift certificates?
A: What’s different about this gift card is that it can only be spent at retailers at this property that accept the Discover® Card. Most other gift cards can be spent anywhere that accepts that “branded” form of payment. Certificates can usually be used only where they were purchased.

Q: How much money can I put on a Gift Card?
A: BB&T Prepaid restricts the amount of funds loaded to the card depending on the terms of your contract. For information on the minimum and maximum load values, check your property’s contract.

Q: Can I purchase a gift card for someone under 18 years of age?
A: Yes, the gift card is a fantastic gift for anyone at any age!

Gift Card Transactions:

Q: Can I purchase an item or service that is more than the amount on my gift card?
A: Yes, simply tell the merchant:

• The exact available balance on your gift card;

• Before using the gift card, pay the remainder of the purchase by some other means acceptable to the merchant. Generally cash or check is preferred.

• If you don’t tell the merchant before you begin the transaction and you attempt to make a purchase for more than the amount on the gift card, the transaction will be declined because you do not have enough money on your gift card.

• Always keep track of the balance on your gift card so that you do not attempt to make purchases for more than the available balance.

Q: Why is there an “active thru or valid thru” date on my gift card?
A: Just as with any major credit card a “Valid Thru” date is required for electronic processing.

Q: Can I use the card at ATMs or get cash back from my purchase?
A: No. The gift card is not a credit or debit card, so the gift card will have no functionality at an ATM.

Q: Is it necessary to sign the back of the gift card and the receipt?
A: No, however, some retailers may require checking the signature and will likely ask you to sign the card and the receipt.

Q: Why do I need to keep track of my available balance?
A: The gift card is processed through the Discover® Network and much like a credit card or debit card, merchants do not have access to see the remaining balance on your card. Keeping track of your balance will also help the merchant in processing your transaction efficiently.

Q: How can I find out the remaining balance on my gift card?
A: There are at least four ways to determine the available balance on your gift card:

1. Present your card to Customer Service;

2. Visit www.bbtcardbalance.com

3. Check the authorization number on the receipt from your last gift card purchase (the majority of Discover® merchants will show the available balance as part of the authorization number; i.e. authorization code 001735 is $17.35 remaining balance);

4. Call 1-800-798-4099 and follow the voice prompts.

Q: Can I reload or add funds to my gift card?
A: No. The gift cards are designed for loading funds only one time.

Q: What if the store associate is not familiar with processing gift card transactions?
A: Instruct the retailer to process the gift card as they would any other Discover® Card transaction.

Q: What if someone steals my card or uses it without my permission?
A: Your Card is not issued in your name. The Card should be treated the same as cash and you are responsible for safeguarding the Card. The Card is not a credit card and does not have credit card protections. You do not have the right to stop payment on any transaction originated by use of your Card. Lost or stolen Cards cannot be replaced. If a lost or stolen Card is used for a purchase(s), the Available Balance shall be reduced by the amount of such purchase(s). You assume all risks of loss from a lost or stolen Card.

Q: Can my lost or stolen gift card be replaced?
A: No, unfortunately losing the gift card is like losing cash.

Q: Can I consolidate the balances on two gift cards onto one card?
A: No. You may however use multiple cards to purchase another gift card provided the combined available balance on the gift cards you are using is equal to or greater than the minimum gift card load amount.

Q: Can I use my gift card on retailers’ web sites?
A: No. The card is designed and programmed to be used only in the physical store locations that have agreed to accept the Discover® Card.

Q: What if I need to return merchandise that I purchased using a gift card?
A: The retailer’s return policy will dictate the options available. Most likely the retailer will offer a store credit or a store gift card.

Q: Can my transaction at a restaurant be declined even though there is still value on my gift card?
A: Most restaurants will approve a transaction for 15-40% more than the purchase to cover anticipated gratuity (for authorization purposes only). So, if the remaining value on your Gift Card does not cover the meal plus 40% gratuity, the sale will not be approved. To avoid this, please make sure the value remaining on your Gift Card will cover the meal and expected gratuity even if you are not planning to include gratuity as part of the transaction. Only the amount you authorize will be deducted from your card balance. Or, you can ask the cashier if you can use a combination of the Gift Card and another form of payment in order to pay the bill (also known as a "split tender" transaction).

Q: Will I be notified if my account is assessed a fee?
A: Since we do not collect any personal information about you we really have no way of notifying you of such an event. Where permitted by law, fees may apply as stated on the back of the Gift Card or in the Cardholder Agreement which accompanied the card at the time of purchase.

Q: What would cause my purchase with the gift card to be declined?
A: Typically there are only a couple of such circumstances:

1. A transaction is attempted for an amount greater than the available balance;

2. The retailer attempting the transaction may not be recognized as a participating Discover® merchant;

3. The magnetic stripe on the back of the card has been damaged and is not readable by the retailer’s equipment. In this instance, return the card to customer service where the available balance can be transferred to another card.

Q: Why are there occasional problems spending the gift card at restaurants, hair and nail salons and other personal service retailers when I know there is enough balance to cover the receipt total?
A: When using your gift card in restaurants, drinking establishments, hair and nail salons and some other personal services retailers, please keep in mind that the retailer’s processing system may secure an authorization or approval on your card for an amount between 25% and 40% more than the total bill. This is done automatically and with anticipation that the customer will want to put the tip or gratuity on the card. However, only the amount you authorize will be deducted from the card.

Q: How long does a pending or unsettled transaction stay this way?
A: The transaction will remain in the “pending” status until Discover® Network receives settlement from the retailer or until 3-10 business days have passed. Q: Why is the pending transaction amount different than my receipts? A: Keep in mind that some retailers, typically restaurants and personal service establishments, authorize amounts for more than the purchase amount to cover an anticipated gratuity. Once the retailer settles the transaction for the amount actually authorized by the customer, this “pending” transaction will drop from “pending” status.

Q: What if a customer asks a question about the gift card that I can’t answer?
A: You can simply call BB&T Prepaid at 1-800-550-1274 and select option 1. Our gift card experts are ready and willing to help!

 Q: How do I dispute a charge on my gift card?
A: If you have a problem with the goods or services you have purchased with your gift card, you must resolve the issue directly with the retailer where the purchase in question was made.

Q: What if the gift card is expired?
A: Your Card was activated at purchase and it may be used to make purchases until the “Valid Thru” date printed on the Card. On that date, unless prohibited by applicable law, the Card and any Available Balance expire and you can no longer use the Card or access the Available Balance. Any Available Balance remaining after expiration will be forfeited and may be turned over or escheated to the appropriate state pursuant to applicable law.

BB&T Financial, FSB
P.O. Box 1057
Louisville, KY 40201