frequently asked questions
Is my BREAD Prepaid Maestro® Card like a normal bank debit card or credit card?
I would like to buy a BREAD Prepaid Maestro® Card. How do I do this?
Is there a need to sign an agreement?
What do I need to do when I receive my card?
Can I add further funds to my BREAD Prepaid Maestro® Card?
Who can load money onto my BREAD Prepaid Maestro® Card?
After I top up my BREAD Prepaid Maestro® Card, how long does it take for you to credit my account?
Will my card work as soon as I receive it?
My card has suddenly stopped working, why?
What happens if I need to return an item I have purchased?
Where can the BREAD Prepaid Maestro® Card be used?
Where can I use my card in the UK and abroad?
Can I use my BREAD Prepaid Maestro® Card to shop on the Internet?
What are my rights as a Consumer when shopping online?
Will I earn interest on my BREAD Prepaid Maestro® Card balance?
What do I need to do if any of my personal details change?
How do I cancel my BREAD Prepaid Maestro® Card?
What happens when my BREAD Prepaid Maestro® Card expires?
What happens if my card is lost or stolen?
Can I have the balance on my account refunded to me?
What are the fees for using my account?
Is my BREAD Prepaid Maestro® Card like a normal bank debit card or credit card?
Your BREAD Prepaid Maestro® card is not a credit card or charge card, it's a prepaid card that carries a variable amount of money based on the amount loaded onto the account when the card is purchased or at a subsequent time after purchase. Each time you use the card to buy something or withdraw cash at an ATM, the purchase amount is deducted from the available balance.
I would like to buy a BREAD Prepaid Maestro® Card. How do I do this?
You can order your card from this website. You can pay for the card online using an existing debit or credit card, or you can pay using an SMS text message (for this you will need a mobile phone.) If you are unable to pay by either of these methods, you can apply by post, and pay with a Postal Order. To issue a card we will need your passport number or UK driving licence number, and a delivery address for the card. If applying by post, please include a recent utility bill or bank statement.
Is there a need to sign an agreement?
No. Each BREAD Prepaid Maestro® Card is sent to you in a card carrier that fully explains the terms and conditions regarding the use of the card. You accept the terms and conditions by either signing the back of the card or using the card.
When do I get my card?
Unless we notify you otherwise, we will issue your BREAD Prepaid Maestro® Card within 10 working days of receiving your order.
What do I need to do when I receive my card?
You must sign your BREAD Card as soon as it is received. You must then activate it before you can access your account or any funds can be loaded. You can activate your card by following the instructions on the card when you receive it.
Can I add further funds to my BREAD Prepaid Maestro® Card?
Yes, you can top up your primary BREAD Prepaid Maestro® card with cash at any Post Office® Branch or PayPoint location in the UK.
To locate your nearest Post Office® Branch click here.
To locate your nearest PayPoint outlet click here.
Alternatively you can have your wages paid on to the card (fill in a wage transfer form and give it to your employer) or you can set up a standing order from any UK bank account using this form.
Please check the fees section to see if a fee applies.
Who can load money onto my BREAD Prepaid Maestro® Card?
Anyone can add money to your BREAD Prepaid Maestro® card using cash at a Post Office® or PayPoint Outlet. The maximum top up in one transaction is £500. The balance on your BREAD Prepaid Maestro® card can never exceed £3500 at any time. We reserve the right to refuse to accept any particular loading transaction. If you top up by PayPoint you will be charged at 3% per load. Loading at a Post Office® Branch or via BACS e.g. Payroll or by standing order is free.
After I top up my BREAD Prepaid Maestro® Card, how long does it take for you to credit my account?
Once loaded via PayPoint, funds will be available for use on your BREAD Prepaid Maestro® card immediately. Funds load via a Standing Order or Wages transfer will take 3-5 days to clear. If you use a Post Office® Branch funds should be available the following working day but may take up to 48 hours.
When do I get my PIN?
We never issue your PIN number in the same envelope as your card. Your PIN will be sent to you within three days of us sending you your card.
Will my card work as soon as I receive it?
No, you will need to activate your card when you receive it. To do this please follow the instructions on the card when you receive it.
My card has suddenly stopped working, why?
This could be for a number of reasons:
- Your card is damaged
- You have no balance left on your prepaid account and need to load some more
- We have blocked the card for security purposes or on your instructions
- The card has expired, please check the expiry date on the card itself
Please call customer services if you require assistance.
Do I receive a statement?
No. However, you can view your current balance and transactions online free of charge here.
What happens if I need to return an item I have purchased?
Each retail store has its own return policies and will handle the returns in the same manner as any other Maestro® transaction. They may credit your BREAD Prepaid Maestro® card, provide a cash refund, or a store credit.
Will my card work abroad?
Yes, it will work in most ATM's worldwide and with most retailers with electronic terminals that accept Maestro® Cards. Remember to take your PIN with you as we are unable to provide you with this over the phone.
Where can the BREAD Prepaid Maestro® Card be used?
You can use your BREAD Prepaid Maestro® card wherever you see the Maestro® acceptance mark, including shops, restaurants, online or on the telephone. With your PIN you can also use your BREADPrepaid Maestro® card to buy in stores with Chip and PIN terminals and get cash from an ATM. Before using your BREAD Prepaid Maestro® card you need to make sure there are enough funds loaded on it. You will not be able to use your card after its expiry date.
Where can I use my card in the UK and abroad?
Please see the Maestro® acceptance section of the website
Can I use my BREAD Prepaid Maestro® Card to shop on the Internet?
Yes, wherever you see the Maestro® acceptance mark.
What about Internet Security?
Internet shopping is increasingly popular and most reputable retailers run sites that are safe and secure. However, if you are concerned about security, CardWatch (www.cardwatch.org.uk) offers some simple guidelines to follow when buying online. These should ensure that your shopping is as safe as it would be on the high street.
What are my rights as a Consumer when shopping online?
Consumer protection rights apply to purchases made online, just as they do to those made on the high street. If you have problems with an online purchase or retailer, visit the Office of Fair Trading site - The Consumer Information Section (http://www.oft.gov.uk/Consumer/default.htm) has details of your rights.
Will I earn interest on my BREAD Prepaid Maestro® Card balance?
You will not earn any interest on any funds loaded on to your BREAD Prepaid Maestro® card
What do I need to do if any of my personal details change?
You must let us know as soon as possible by logging in and using the 'Your Details' facility on the website if you change name, address, phone number or e-mail address. If we contact you in relation to your BREAD Prepaid Maestro® card, for example, to notify you that we have cancelled your card or to send you a refund by cheque , we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
How do I cancel my BREAD Prepaid Maestro® Card?
You have a legal right to cancel your BREAD Prepaid Maestro® card up to 14 days after you receive it. Under these terms and conditions, you also have the right to cancel your BREAD Prepaid Maestro® card at any time after this 14 day period. If your BREAD Prepaid Maestro® card is cancelled, we will immediately block your card so it cannot be used.
You will not be entitled to a refund of money you have already spent on transactions authorised or pending or any fees for use of the card before the card is cancelled or expires. The purchase price of your card is never refundable. You can cancel your card by sending an email to us using the "contact us" function on the Website and confirming that you have destroyed your card by cutting it up.
If you cancel your BREAD Prepaid Maestro® card, we will arrange for any unused funds on your cancelled card to be refunded to you (by sending a cheque to your last notified home address), once all transactions and fees have been deducted, including the refund fee, unless you have arranged to transfer any unused funds to another card managed by us.
We may also cancel your BREAD Prepaid Maestro® card immediately if we suspect fraud or misuse of the card or we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can after we have taken these steps. If we cancel your card, you must tell us what you want us to do with any unused funds within three months of the date we tell you your card is cancelled.
What happens when my BREAD Prepaid Maestro® Card expires?
Your BREAD Prepaid Maestro® card will be valid for 24 months. When it expires, you will no longer be able to use your card and we will arrange for the balance of funds to be transferred to your new card, after deducting any outstanding transactions and fees (including the replacement fee). However, we will not issue a new card if you tell us in writing at least 28 days before the date your card expires that you want a refund instead or if insufficient funds exists on the card account to meet the replacement fee.
What happens if my card is lost or stolen?
You should treat your BREAD Prepaid Maestro® card like cash in a wallet. Your card is protected by chip and PIN, but it is your responsibility to keep your card safe. When you receive your PIN you should memorise it and destroy the notification. You must keep your PIN secret at all times. Do not write it down or reveal it to anyone.
We recommend that you check the balance on your BREAD Prepaid Maestro® card regularly online on the website. You can see your BREAD Prepaid Maestro® card balance and most recent statement of transactions online at any time by selecting the "balance" button on the website and completing the security details.
If you lose your BREAD Prepaid Maestro® card or it is stolen or you suspect that your BREAD Prepaid Maestro® card has been used by someone, you must get in touch as soon as you can. We will then cancel your card. If you ask us to do so, we will ask the police to investigate any suspected misuse of your card and they may need more information and assistance from you.
We will refund the amount of any transactions which the investigations show are not authorised by you, provided you have kept your BREAD Prepaid Maestro® card and PIN secure. However, if the investigations show that any disputed transaction was authorised by you or you have not kept your BREAD Prepaid Maestro® card or PIN secure, we will not refund the transaction amount and will charge you an administration fee of £10.00.
Can I have the balance on my account refunded to me?
Provided that any unused funds loaded on your Prepaid Card are not invalid and you have at least £10.00 loaded on your Prepaid Card to cover the Cash Out Fee (see "The fees" section for details), we will refund the unused value to you. You can make a Cash Out request by sending us an e-mail using the "contact us" facility on the Website, confirming that you have destroyed your Prepaid Card by cutting it up. When we process a refund, we will deduct a Cash Out fee of £10.00 before doing so.
What are the fees for using my account?
We do not charge any monthly or quarterly fees or for checking your on-line balance and statements.