In an effort to reduce costs, the Department of Revenue Services (DRS) will issue debit cards for income tax refunds not designated for direct deposit.  The DRS has contracted with JPMorgan Chase (Chase) to administer the debit card program.

The following are frequently asked questions concerning the debit cards.

QUESTION 1: When an income tax refund debit card (“debit card”) is mailed to me, what will the envelope look like?

ANSWER: It will look like this:

NOTE: Please do not send any correspondence to the return address (PO Box) printed on this envelope.

QUESTION 2: What does a debit card look like?

ANSWER:  It will look like this:

ANSWER: You received a debit card because the Connecticut income tax return you submitted resulted in a refund.  The department may have adjusted your return due to a calculation error and the adjustment resulted in a refund.

QUESTION 4: Why did I receive a debit card when I chose to have my refund direct deposited?

ANSWER:  Generally, if direct deposit is not elected, DRS will issue your refund by debit card.  If you elected direct deposit and the department is unsuccessful in processing your direct deposit then we will issue your refund in the form of a debit card.

The following are some of the common reasons for unsuccessful direct deposits:

• You provided an incorrect account or routing number;
• The account and or routing number were not written legibly on the return; 
• The direct deposit option was not entered separately on your electronically filed state return;
• You entered your direct deposit information after you printed your software-prepared return; 
• Some financial institutions do not allow a joint refund to be deposited into an individual account.

QUESTION 5: Can I send my debit card back to DRS and request that a refund check be mailed to me or request that a credit be added to my account?

QUESTION 6: Is my debit card ready to use once I receive it?

ANSWER:  No.  You must activate your card and sign the back before you can use it.

NOTE: The funds on the Department of Revenue Services’ debit card are available as soon as the card is activated.

QUESTION 7: How do I activate my card?

ANSWER:  To activate your card:

• Log on to: www.ucard.chase.com; or call
• 1-866-586-1705.  Have the card in front of you when making the call.  You will be prompted to enter your social security number and Zip code.  Once your card is activated, you may choose option 4 from the main menu to create a PIN (Personal Identification Number) in order to withdraw cash at ATMs.
• Once you have activated your card don't forget to sign it.

QUESTION 8:  How will I know the available dollar amount of my debit card?

ANSWER:  The dollar amount of this refund will be communicated to you during the debit card activation process.  You can also check your account balance:

• On-line by creating an account at www.ucard.chase.com
• By calling Chase Customer Service at 1-866-586-1705
• By using a Chase or People’s United Bank ATM

QUESTION 9:  Is it possible that the refund amount on my debit card may not be the same amount of the refund shown on my state tax return?

ANSWER: Yes.  There are a number of reasons why the available amount on your debit card may be different than the refund amount shown on your Connecticut income tax return.  Some reasons may include:

• The difference may be due to a mathematical mistake made on your tax return.
• Part of your overpayment may have been offset to pay a liability you might have had with the IRS, DRS or another state agency.
• You may have directed that part of your overpayment be applied as an estimated income tax payment for next year.
• You may have directed that part of your overpayment be applied as a donation to one of the charities listed on the Connecticut income tax return
• You may have directed that part of your overpayment be applied to Connecticut use tax reported on your Connecticut income tax return.

You can find out the reason for the discrepancy by contacting the DRS Call Center Refund Line at 860-297-4845 during business hours 8:30 am – 4:30 pm, Monday through Friday.

QUESTION 10:  Where can I use my debit card?

ANSWER:  You can use your debit card at:

• Retail locations (both store front businesses and on-line businesses) that accept VISA
• Gas Stations to purchase fuel. (However, you will not be able to use the “pay at the pump” feature.  You must go inside and pre-pay for all fuel purchases.)
• UCARD center website to transfer funds to your U.S. checking/savings account - (NOTE: Transfers can take 2-3 business days to complete from the date requested.)
• ATMs
• Banks and Credit Unions displaying the VISA logo

• Chase Debit Card Brochure (In English, page 1 and En Español, page 2)
• Chase Debit Card Carrier  (En Español)
• Chase Debit Card Carrier (In English)
• Chase Debit Card Program Terms, Conditions and Disclosures (In English and En Español)

QUESTION 11: How do I use my debit card to get cash at an ATM?

ANSWER:

• Insert the card into the ATM machine and enter your 4-digit PIN.
• Press "Withdrawal" and then "Checking" and follow the instructions until the transaction is completed.
• Do not forget to take the cash, the debit card, and the receipt.

QUESTION 12: What is an ATM denial?

ANSWER: An “ATM denial” occurs when you attempt to withdraw more money than is available in your account.

QUESTION 13: What if I enter the wrong PIN or forget my PIN?

ANSWER: For security reasons, the card may be locked after three (3) incorrect PIN entries. If you forget your PIN, you should call Chase Customer Service at 1-866-586-1705 to select a new one.

QUESTION 14: Are there any fees imposed when I use my debit card?

ANSWER: In some cases, yes.  Please refer to the chart below (or the card carrier and the brochure included with your Chase debit card).

QUESTION 15:  Can I deposit the available balance from my debit card into my bank account?

ANSWER:  Yes. There are two options:

• Transfer the funds on-line from your debit card at www.ucard.chase.com to your U.S. checking/savings accounts for FREE. (NOTE: Transfers can take 2-3 business days to complete from the date requested.)
• If your bank or credit union displays the VISA logo, visit a teller at your banking institution.  Request a “cash advance” for the available amount of your debit card.  You must know the available balance on the card and must communicate that amount to the teller.  Deposit this amount into your bank account. (NOTE: There should be no fees imposed on this transaction.  If your banking institution displays the VISA logo and they impose a fee for the cash advance, please contact Chase Customer Service, 1-866-586-1705.)

QUESTION 16:  What if my debit card is lost, stolen, damaged or never received?

ANSWER: Contact Chase Customer Service, 1-866-586-1705, immediately to report the card lost, stolen, damaged or not received, and request a new card. Any remaining balance will be transferred to the new card.  There is one free replacement card allowed per year.  After that, a $5.00 replacement fee will be imposed by Chase.

QUESTION 17: What happens if I receive a debit card, but I don’t activate it right away?

ANSWER:  If you don’t activate your debit card within 365 days, your debit card account will be closed and the available balance will be returned to the DRS.   If this happens, please call the DRS Call Center Refund Line at 860-297-4845 during business hours 8:30 am – 4:30 pm, Monday through Friday.

QUESTION 18: What happens if I activate the debit card, but I don’t use it?

ANSWER:  After the 12^th consecutive month of inactivity (365 consecutive days of inactivity), Chase will begin charging you an inactivity fee of $1.00 per month.

QUESTION 19: What if I activate my debit card and use it, but leave a balance on the card?

ANSWER: If the debit card is activated and a balance remains, after the 12^th consecutive month of inactivity (365 consecutive days of inactivity), Chase will begin charging you an inactivity fee of $1.00 per month until one of the following two situations occurs:

1. The account balance is drawn to $0 (or an amount less than $1.00); and/or
2. If the account reaches the allowed laws of escheatment for your state of residence, any residual funds in the account will be escheated accordingly to that state’s laws. 

QUESTION 20:  Will I have on-line access to my debit card account?

ANSWER: Yes. Once you activate your debit card, you can set up your on-line account at www.ucard.chase.com

• Transferring the funds to your U.S. checking/savings account for FREE (NOTE: Transfers can take 2-3 business days to complete from the date requested.)
• Making a purchase at a retail location that accepts VISA (both store-front businesses and on-line businesses.)
• Visiting any bank or credit union that displays the VISA logo and requesting a FREE teller-assisted cash withdrawal.

CONTACT THE DRS CALL CENTER REFUND LINE: 860-297-4845
(Monday – Friday, 8:30 am – 4:30 pm) if:

• The name on the card is incorrect;
• The refund amount on the debit card is different than the refund amount shown on your income tax return;
• You received a debit card but you were not expecting a refund;
• You have any other DRS refund issue.

CONTACT CHASE BANK: 1-866-586-1705 (24 hours per day /7 days per week):

• You are activating your debit card
• You need assistance using your debit card
• Your debit card was lost, stolen or damaged 
• You did not receive your debit card
• You want to dispute an unauthorized charge
• Your debit card was rejected
• You want to check your account balance
• You have questions on transaction fees
• You forgot your PIN
• You want to locate a Chase Branch or Chase ATM

For further information, please visit www.ucard.chase.com