Wisconsin Department of Children and Families

Protecting Children, Strengthening Families, Building Communities

 

 

Questions Parents ask about the EPPIC Debit MasterCard

Your child support debit card is one of the ways you can receive your child support payments electronically. The Wisconsin EPPIC Debit MasterCard, issued by Comerica Bank and managed by EPPIC.

My debit card is expiring soon. What do I need to do?

The expiration date is shown on the face of the debit card as the "Good Thru" date. Five weeks before the cards expire, EPPIC will automatically send out new cards to the last-known address on file. The post office will not forward the cards. Cardholders who have not maintained their current address with EPPIC should call the toll free number at 1-877-253-3686 to update their address and have another card issued to them.

I am signed up for direct deposit. Why did I receive a debit card in the mail?

If you switch from debit card to direct deposit your child support payments will be sent to your bank account, but your debit card account with EPPIC remains open (with no balance). This happens in case you cancel direct deposit, or you decide you want to use the debit card method of payment in the future. You received a new debit card because your original card expired. Keep your debit card in a safe place in case you ever want to use it for child support payments in the future. If you are signed up for direct deposit, funds will continue to go to your bank account until you cancel direct deposit.

How long does it take to receive my debit card?

If you have a new child support case the first payment to your account will automatically trigger enrollment in the Wisconsin EPPIC Debit MasterCard program, unless you signed up for direct deposit. The debit card should arrive 5-10 days after the payment posts. You may access your funds immediately by activating your debit card. To activate your EPPIC Debit MasterCard, you must call the EPPIC customer service number (1-877-253-3686) and follow the instructions to activate.

I have not received my EPPIC Debit MasterCard. What should I do?

Child support customers who received notification of enrollment but have not received their Wisconsin EPPIC Debit MasterCard in the mail within 10 days of a collection posting to their account should contact EPPIC customer service, at 1-877-253-3686, and follow the instructions to report lost, stolen, or damaged cards. It might be that you have moved and the address the child support agency has for you is no longer valid. You may update your address online through Child Support Online Services, by calling the KIDS Information Line, at 1-800-991-5530, or by contacting your Child Support Agency to provide them with your correct address.

Who do I call with questions about my debit card?

If you have questions about your debit card, call EPPIC customer service, at 1-877-253-3686. The number is printed on the back of your card. EPPIC customer service is available 24 hours per day, 7 days per week.

What if I do not speak English?

EPPIC and the KIDS Information Line employ bi-lingual customer service staff. Translation services are available in many languages.

How can I change my address?

Debit card customers must update their address with the child support agency that manages their case and with EPPIC. You may change your address associated with the Wisconsin Child Support program online through Child Support Online Services or by calling the KIDS Information Line, at 1-800-991-5530. You may also contact your local child support agency to provide your updated address. In addition to notifying your child support agency, you must also notify EPPIC of this change by calling 1-877-253-3686. If you don't want to call, you may create a secure user ID and password at www.eppicard.com and report your changes online.

How do I report fraudulent charges?

If you believe there are fraudulent charges on your EPPIC debit card account, call the EPPIC fraud line, at 1-888-545-5577, to begin the fraud claim filing process.

I don't want my child support on a debit card. What are my options?

If you do not want the Wisconsin EPPIC Debit MasterCard as your payment method you must complete an application for direct deposit and submit your completed application to the Wisconsin Support Collections Trust Fund at the address found on the upper left hand side of the application. Once the application is processed all your future payments will be routed to your bank account. If you change banks, or close your account on file you will have to submit a new direct deposit form with the new account information.

I signed up for direct deposit. How do I get my money off the EPPIC debit card?

You must do one of the following to obtain the funds on your debit card:
  • Activate your Wisconsin EPPIC Debit MasterCard by calling EPPIC customer service, at 1-877-253-3686. Once activated you can withdraw all remaining funds at and ATM or bank branch.
  • Call EPPIC customer service, at 1-877-253-3686, and speak to a customer service representative. Ask EPPIC to send you a check for the balance remaining on your account. EPPIC may charge a fee to your account when you request a check.

How much money can I take out at an ATM each day?

Effective January 1, 2015, when using your card at an ATM, the maximum amount that may be withdrawn per calendar day is $500.00. If you need to withdraw more than $500.00, you may withdraw more money at a bank or credit union teller window.

Can I use my EPPIC debit card to pay for fuel at the pump?

Yes. When you use your debit card to pay for fuel at the pump there will be a hold placed on your account funds by the vendor. The hold will be between $1 and $75, and will be released an hour after your make your gas purchase.

What should I do if my EPPIC debit card is lost or stolen?

Please contact EPPIC customer service, at 1-877-253-3686. Listen closely to the IVR and follow the instructions to report a lost or stolen card.

What information and features are available online at www.eppicard.com?

To access the features on EPPIC's website, you must first go to www.eppicard.com and create a user ID and password. This creates secure online access and will allow you to view or sign up for the following:
  • Change your contact information with EPPIC
  • View balance and account information
  • Sign up for monthly activity statements
  • Sign up for deposit notifications by email, phone, or text message
  • Sign up for low balance alerts by email, phone, or text message

What happens when a customer enrolled in the Wisconsin EPPIC Debit MasterCard dies?

The customer's legal representative should call EPPIC customer service, at 1-877-253-3686, to speak to a customer service representative. The legal representative must provide specific documents to EPPIC to prove their legal right the the deceased customer's funds.