Commonwealth Bank MasterCard Gift Card
FAQ
     
  About Commonwealth Bank MasterCard Gift Card

Getting started

Using Your Card

Managing Your Card

 
     
 

About Commonwealth Bank MasterCard Gift Card


1. What is a Commonwealth Bank MasterCard Gift Card?

The Commonwealth Bank MasterCard Gift Card is a prepaid card that allows cardholders to make purchases in stores, online or over the phone where MasterCard prepaid cards are accepted (both in Australia and overseas).

The card is limited to the value loaded on to it at the time of redemption. It is not reloadable.



Getting started

2. How do I redeem a Commonwealth Bank MasterCard Gift Card?

A gift card can be redeemed with Commonwealth Awards points by:

  • Calling Commonwealth Awards on 131661; or
  • Accessing NetBank and select the Commonwealth Awards icon

Note: You must be a Commonwealth Awards member to redeem



3. When can I expect to receive my gift card?

Your gift card will arrive within 10 business days from the day of redemption. If you live in a metropolitan area of Australia, you can expect your card within 3-4 business days. In the rare occurrence that your card does not arrive within 10 business days, please call Commonwealth Awards on 131661 and request a replacement card to be sent to you.


4. Can I pick up my card from a Commonwealth Bank branch?

No, your Commonwealth Bank Gift Card will be delivered directly to the address nominated by you at the time of redemption.


5. What is a Personal Access Code?

A Personal Access Code (PAC) is a security number nominated by you at the time of redemption. It is required to activate the card prior to use and to verify the cardholder when accessing the website to view account details or when dialling the customer support line.

If the card is a gift for someone other than you, the PAC should be provided to them before use.

Please note: The PAC is for card activation and verification purposes only. It should not be entered as a PIN when using your card to make a purchase. Doing so will result in your transaction being declined. When making a purchase, simply press the 'CREDIT' button, press 'OK' and sign (see question 8 below for more details on how to make a purchase).



6. I have forgotten my Personal Access Code. What should I do?

If you have forgotten your PAC, simply visit www.commbank.com.au/prepaid and choose either 'LOGIN' or 'ACTIVATE IT NOW'. Click on 'Forgotten your Personal Access Code?' and follow the prompts. A reminder email will be sent to the email address supplied at the time of purchase.


7. How do I activate the card?

You can activate your card by either:
  • Visiting www.commbank.com.au/prepaid; or
  • Calling 1800 214 212 (or +61 2 8209 4199 outside of Australia), 24 hours a day, 7 days a week.
You will need the following information at the time of activation:
  • Card Number - the 16 digit number on the front of your gift card
  • Card Security Code - the last 3 digits of the number found on the signature panel at the back of the card
  • Personal Access Code - the 4 digit code selected by you at the time of purchase. If the card is a gift for someone other than yourself, the Personal Access Code should be provided to them


Using Your Card

8. How do I make a purchase using the gift card?

The card works in the same way as a normal credit card transaction.

For store purchases, ensure the gift card has been swiped through the terminal in the usual way. Once the card has been swiped:
  1. Select "Credit"
  2. Press "OK/Enter"
  3. Sign the receipt to authorise the transaction
Please do not attempt to enter a PIN at the time of purchase as your transaction will be declined.

If purchasing via the internet or over the phone, you will be required to supply card details as per a normal credit card transaction.



9. Does the card have an expiry date?

Yes, all Commonwealth Bank MasterCard Gift Cards are valid for twelve (12) months from the date of redemption. The expiry month is printed on the front of the card and the card can be used up until the last day of that month.


10. What happens to any remaining funds on the card once the card expires?

For cards issued after 20 March 2013, you have 6 months from the card’s expiry date to claim any unused funds. These funds will be reimbursed to your Commonwealth Awards account in the form of Commonwealth Award points, equivalent to the dollar value remaining on the card less a 1,400 point administration fee. Contact 13 1661 to arrange this reimbursement. Unused funds which are not reimbursed within 6 months following the card’s expiry will be forfeited.
For cards issued prior to 20 March 2013, any remaining funds on the card at the time of expiry will become unavailable.



11. What if the value of the purchase exceeds the remaining balance on the card?

You should always keep track of your balance on your gift card. If the value of your purchase exceeds the remaining balance on your card you will be able to make a payment with your gift card, and a second payment with another method (e.g. cash, credit card).

If you attempt to make a single purchase for an amount greater than the balance, the transaction will be declined.



12. Where can the card be used?

You can use your MasterCard Gift Card wherever MasterCard prepaid gift cards are accepted.

You cannot use your gift card:
  • At an ATM
  • For over the counter cash withdrawals
  • For recurring payments, direct debits or instalments
  • For gambling transactions

13. Can I use the card whilst overseas?

Yes, your Commonwealth Bank MasterCard Gift Card can be used anywhere in the world where MasterCard prepaid debit cards are accepted (charges apply if transacting with an overseas merchant). Where MasterCard is required to convert the transaction amount into Australian dollars, a charge of 2.5% of the transaction value is applied. All other international transactions incur a charge of 1.5% of the transaction value.


14. Can I make a refund with the gift card?

Yes, provided you made the original purchase with the gift card and the store allows refunds. You must present the gift card to the store and then request that the value of the credit be added back to the gift card - just like a normal credit card refund. You cannot receive the refund in cash.


Managing Your Card

15. What fees are associated with managing the Commonwealth Bank MasterCard gift card?

You can check the balance of your card or view recent transactions online by visiting www.commbank.com.au/prepaid. There is no charge to check your account online.

Phone services attract fees as follows:
  • A balance or transaction history enquiry via the automated phone service incurs a fee of $0.50.
  • A balance or transaction history enquiry via a customer service representative incurs a fee of $2.00.
  • A balance enquiry via SMS incurs a fee of $0.30.
  • A fee of 1,400 Awards points applies to claiming unused funds back after the card has expired (within the allowable 6 month timeframe), and will be deducted from the reimbursed points amount.


16. How do I check the balance?

To check your balance, you can:
  • Visit www.commbank.com.au/prepaid and click on ‘LOGIN’. You will be asked to enter your card number, Personal Access Code and Card Security Code. There is no charge to check your balance online
  • Call 1800 214 212 (or +61 2 8209 4199 outside of Australia), 24 hours a day, 7 days a week, and follow the prompts (charges apply)
  • SMS "BAL" and the last 6 digits of your card number to 0400 722 722 to receive a balance message (charges apply)


17. How do I retrieve the balance through SMS?

Balances can be obtained by messaging "BAL" and the last 6 digits of your card number to 0400 722 722. A message will be sent to your mobile displaying your current balance. An SMS balance enquiry incurs a fee of $0.30.


18. What is the blank space on the back of the card to be used for?

The blank space is a writeable surface. You can use this to record the current balance of the card after each transaction.


19. Can I add money to the card?

No, the gift card is not reloadable. Once all funds have been used or the card has expired, the card is no longer valid.


20. Do I receive a monthly statement in the mail?

No, to check your transaction history, you can either view your account online at www.commbank.com.au/prepaid (no charge) or call 1800 214 212 (charges apply).


21. How do I dispute a transaction?

If you have carefully reviewed your transaction history online at www.commbank.com.au/prepaid and believe an error has been made, you can lodge a dispute. Disputes must be lodged within 90 days of the queried transaction. To dispute a transaction, you can visit our website at www.commbank.com.au/prepaid, login and click on ‘Dispute Form’ in the top right hand corner. If a dispute isn't lodged within 90 days of the queried transaction, our ability to obtain any refund is restricted.


22. What if the card is lost / stolen?

The gift card is to be treated like cash. If it is lost or stolen, it will not be replaced.


23. Can I still purchase a Commonwealth Bank MasterCard Gift Card?

No, the gift cards can now only be redeemed through the Commonwealth Awards program.

Note: You must be a Commonwealth Awards member to redeem