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Questions about Holds & Disputes
Who can I talk to if I don't understand or agree with my balance?
Call Customer Service at 1-877-850-9652 if you have questions regarding your balance.

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How do I dispute charges on my prepaid account?
If you see a charge that you don't recognize, call us to file a dispute. Have the transactions details available when you call.
Why does my prepaid account have a hold?
Holds are placed on signature-based transactions like rental cars, hotels and some restaurants.

Why is my hold greater than my purchase?
Some holds are placed on your funds in an amount higher than the actual service. This does not mean a merchant is charging you more; it is to ensure sufficient funds are available in case additional charges need to be applied, such as late fees or damage fees.

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How long do holds stay on my prepaid account?
Holds usually fall off your prepaid account automatically in approximately 5 business days from the date of service. Hotels and rental car merchant holds may take longer depending on policies.
  • If there is no charge on your card yet: Please give the merchant time to process the charge. This usually takes 5 days.
  • If there is still a hold after the actual charges were posted to your card: Temporary holds usually take 5 days to clear after the charge is posted. If the hold is still present after 5 days, contact customer service for assistance.

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How do I release a hold on my prepaid account?
All holds automatically drop off; you don’t need to do anything. The time varies depending on the merchant. To release an authorization early, we’ll need a fax from the merchant. Call us for details.

 

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The easypay Card is issued by Palm Desert National Bank, Palm Desert, CA, pursuant to a license from MasterCard Incorporated.

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