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Debit Card - Frequently Asked Questions

West Virginia Debit Card

Frequently Asked Questions


Why did I receive a BCSE Debit Card instead of a paper check?

In February 2005, the West Virginia Bureau for Child Support Enforcement (BCSE) ceased issuance of paper checks for support payments. Instead, you will receive a KeyBank MasterCard Debit Card on which the BCSE will load your support payments.


When will funds be loaded to my BCSE Debit Card?

Funds will be automatically loaded to your BCSE Debit Card within 48 hours of receipt of the funds at the BCSE. Since you don't have to wait to receive a check in the mail, you will have quicker access to your support funds.


What advantages does the debit card have when compared to a paper check?

Your BCSE Debit Card will provide faster access to your support funds, allow you to avoid check-cashing hassles and help you avoid the risks of carrying large amounts of cash. In addition, there is no paper check that could get lost, stolen, or delayed in the mail.


Is the BCSE Debit Card a credit card?

No. The BCSE Debit Card is a prepaid MasterCard that carries a variable cash amount determined by amount of payments loaded. Each time you use the card, the purchase amount is deducted from the available balance.


Where can I use the BCSE Debit Card?

The BCSE Debit Card can be used to make purchases or cash withdrawals everywhere MasterCard is accepted, at MasterCard merchants and  AllPoint ATM locations. You can track your purchases by phone or internet and can check your available balance at any time by phone, ATM, or internet.      AllPoint ATM Locations


What happens if I need to return an item purchased with my BCSE Debit Card?

Each merchant location has its own return policies and will handle the returns in the same manner as any other MasterCard transaction. They may credit your BCSE Debit Card, provide a cash refund, or offer store credit.

What if the purchase is denied?


The card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that use of the West Virginia BCSE Debit Card at certain types of merchants requires the card have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses.  Examples include restaurants and mail-order companies.


Does the BCSE Debit Card have an expiration date?

Yes. Your BCSE Debit Card expires at the date indicated on the front of the card. Your card account will be reviewed for renewal prior to the expiration date and a new card will be sent to you in the mail.


What do I do if my BCSE Debit Card is lost or stolen?

Your BCSE Debit Card provides 24-hour toll-free support. Immediately report a lost or stolen card by calling 1-866-295-2955 for KeyBank Customer Service.  A replacement card will be issued and any available balance will be transferred to the new card.


How can I check my BCSE Debit Card balance?

You may check your West Virginia BCSE Debit Card balance 24-hours a day at thousands of AllPoint ATM locations, by calling our Customer Service at 1-866-295-2955, or online at Key2Benefits.


Can the card ever have a negative balance?

Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a MasterCard merchant puts an item through without prior authorization. In the event that a negative balance situation occurs, the amount of the negative balance will be automatically deducted from the next support payment that is loaded to your BCSE Debit Card.


Are there any fees associated with my West Virginia BCSE Chase Debit Card?

KeyBank Debit Card Fee Schedule

Who should I contact if I have additional questions about my BCSE Debit Card?

You may contact the West Virginia BCSE Customer Service Center for 24-hour toll-free KeyBank support by calling 1-866-295-2955 for a live representative or access Key2Benefits. 


When using my BCSE Debit Card at an ATM, which selection (checking, savings, credit card) do I choose for withdrawing funds?

Most ATMs will allow you to select any option (checking, savings, or credit card) to withdraw funds from your BCSE Debit Card. If you encounter difficultly withdrawing funds at a particular ATM, you should select "credit card" to complete your transaction.


How can I obtain all the funds in my account if my balance is below the ATM cash withdrawal minimum

You can obtain cash amounts below ATM minimum by requesting cash back at a point-of-sale location or by cash disbursement (cash advance) from any MasterCard participating bank.


What should I do if a store clerk asks me to press "debit" or "credit" when I make a purchase with my BCSE Debit Card?

Simply select "credit" if you want to sign when making a purchase with your BCSE Debit Card. Press "debit" if you are making a PIN based purchase or if you want cash back with your purchase if the store policy allows cash back transactions.


Do I receive a paper copy of my monthly statement?

Yes. The statement will show all deposits to the card and all purchases/withdrawals.