1. An introduction to your Essex County Council Payment Card
A Payment Card is the easiest way for you to receive your Personal Budget (social care
funding) and to spend it on the services that meet your needs.
The card works in a similar way to most bank debit cards, enabling you to purchase your
support where and when you want to, using your Personal Budget. The card itself is
issued by Citi Bank.
Payment Cards give you greater choice and control over your support. This might include;
buying your care from an agency, paying for transport, leisure activities, support services,
or to pay a Personal Assistant direct. Everything that you purchase with your Payment
Card will need to meet the needs stated in your agreed support plan.
So what exactly is the Payment Card?
Your Payment Card is a Visa card which has been loaded with the funds that you are
eligible for from Essex County Council in your Personal Budget. It works like a debit card
but is not a bank account and you will only be able to spend the amount which is loaded
onto the card. It does not work like a credit card.
Your Payment Card is a Chip and Pin card which can be used anywhere that accepts Visa
– including for online purchases. The card is re-loadable with the amount we have agreed
to pay you each month. You can use the card to make one-off or regular payments,
depending on your personal needs and support plan.
What your Payment Card can give you:
 Choice – with the ability to choose from any provider accepting Visa, you’ll have a
much greater choice over where to purchase your support
 Control – you’ll be able to choose what you purchase and when with your Payment
Card, giving you control over how you meet the needs in your support plan
 Up to the minute information – you’ll be able to manage your account in a
number of ways with access to real-time information about your spending and
balance
 Peace of mind – you’ll be protected by fraud monitoring and PIN protection
How will it work?
Essex County Council will send a request to Citi Bank to set up the card for you after
you’ve completed a financial assessment and had your support plan agreed. Once this
has been completed, the request will be sent to Citi Bank, then your card will be then be
dispatched to you.
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2. When you receive your card, you’ll need to sign the back as you would any other debit
card. This will give you additional security and protection. If you are unable to sign your
card, this is not an issue as your card is protected by Chip and Pin. If a retailer is unable to
use Chip and Pin to verify your card (for example if their Chip reader is not working) then
you will be asked for a form of identification to prove that the card is yours. If you are
unable to sign your card, we recommend that you nominate a secondary cardholder who is
able to sign their card.
Your Personal Identification Numbers (PIN) will be sent to you separately, usually within 2-
3 working days of receiving your card. You may change the PIN number to something
more memorable if you choose to.
Your Payment Card will be loaded with funding every month in advance. This will happen
electronically and you will be advised of the payment dates.
You’ll now be able to use the card in the following ways:
 Pay for services using the chip and pin facility (including over the internet).
 Pay for your support over the telephone with the card by using the ‘cardholder not
present’ facility
 Set up a recurring payment (available from April 6th 2012)
 Electronic transfer of funds – for example into another account if you wish to
combine this funding with other money (this can include funding sources from other
public bodies, such as the Independent Living Fund or Access to Work)
 In certain circumstances you will be able to withdraw cash from an ATM if it is
necessary to purchase services which meet your eligible support needs (there is a
minimum charge of £1.50 for each withdrawal, excluding the first withdrawal made
after each time your card is loaded with funds – this does not include any charge
which the ATM provider may make)
 However you use your Payment Card, you will need to ensure that the services you
purchase meet those needs stated in your agreed support plan.
Getting information and support for using your Payment Card
If you think you will need support to manage the Payment Card, you will be able to request
a second card for a carer/guardian, a relative, or someone of your choice.
You will be able to access a website, www.myciti.com/, followed by your name, for
cardholders which will show you your account transaction history and balance information
in real-time, and can be printed at your convenience.
This will also give easy access to the Terms of Use for the Payment Card and you’ll also
be able to access a wide range of Frequently Asked Questions.
Essex County Council’s Payment Card scheme is also supported by a 24/7 helpline,
available in a number of different languages on 0203 027 1854. This will be provided by
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3. Citi Bank Customer Services. You’ll be able to ask questions and get assistance with
queries that you might have.
This support is designed to ensure that the Payment Card is convenient and easy to use.
How will ECC ensure Payment Cards are safe and secure?
Your Payment Card has been designed to ensure the utmost security of your Personal
Budget funds. Your card is protected by chip and PIN technology, and Essex County
Council will be able to stop cards and recoup funds wherever it suspects fraudulent use.
As with all your cards, you will need to keep both the card and your PIN number secure
(please ensure you do not store these together).
If your card has been lost or stolen, you will need to contact Citi Bank Customer Services
(0203 027 1854) immediately, to report it and order a replacement. You will then be sent a
new card and PIN. Any money remaining on the lost card will be transferred onto the
replacement card, minus an administration charge of £5.95.
Essex County Council can view records for each Payment Card to ensure that funds are
spent to meet the needs stated in your support plan.
Some common questions
If someone is helping me to manage my Payment Card, can a second card be
issued? Will I have to pay for this?
If you need someone else to help you manage your card, then it is possible to get a
second card for an additional cardholder to use. This option will be discussed with you
when you start to plan your support following an assessment or review of your needs.
No charge will be made for a second card. You are only able to obtain one additional card,
and the additional cardholder must be over the age of 18.
My Payment Card has an expiry date – does this mean I could lose any unspent
funds?
Essex County Council’s Payment Cards are valid for 36 months from the date of issue.
When your card is approaching it’s expiry date, you will be automatically sent a new card
about a month in advance of your previous card expiring. Any unspent funds on that card
will be transferred to the new card. Whilst your funds will not expire, Essex County Council
will investigate any card which appears to be underused in order to ensure that the card
holder is using their card appropriately. Any surplus in your account of over 8 weeks
money will be recovered from your account in accordance with our Personal Budget
agreement with you.
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4. What happens if my personal details change?
If you need to change your personal details (for example if your address changes), you
should let Citi Bank know by contacting their helpline on 0203 027 1854.
What if I wish to cancel my Payment Card?
If you wish to cancel your Payment Card you must tell Essex County Council as quickly as
possible. This will leave no immediate funds available to you to purchase support and you
may require a review to ensure that your eligible needs continue to be met.
How do I shop online?
Using your Payment Card to shop online is easy. Simply follow these steps:
 Select the items you wish to purchase
 Proceed to check out
 Select Visa as payment option
 Enter your 16 digit card number (on the front of your card) and the 3 digit security
code if requested (located on the back of your card – this is the last three digits
printed in the signature panel), and the card expiry date
Will I receive statements for my Payment Card?
No. You will not receive regular statements for your Payment Card. However, the
cardholder portal (www.myciti.com/yourname) will show you your account transaction
history and balance information in real-time, and can be printed at your convenience. You
can also telephone Citi Bank Customer Services on 0203 027 1854 to access your
account details.
You can also access a computer and printing facilities at your local Essex Library (use of
the internet is free however there will be a small charge for printing your statement).
Are there any other fees associated with my Payment Card?
No. This leaflet has already outlined the charge for making ATM withdrawals, and the
charge for the replacement of a lost or stolen card. There are no other charges for using
your Payment Card.
Can I transfer funds from other sources or my other accounts onto my Payment
Card?
No. The Payment Card will be loaded with the funds that you are eligible for from Essex
County Council in your Personal Budget. Essex County Council works closely with a range
of other organisations to help join up the funding available to individuals, but at this time is
unable to accept other funding onto the Payment Card.
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5. Can I use my Payment Card for split payments? For example, can I split a purchase
between my Payment Card and another account?
Yes, and this process works the same as with any other split payment, because your
Payment Card is a Visa chip and pin card.
Can I spend more than my available balance?
No. If you do not have sufficient funds on your card for a purchase, your card will be
declined. There is no credit available on the card and no overdraft facility.
What happens if I try to use my card to purchase goods and services which do not
meet the outcomes in my support plan?
Essex County Council has access to real time records of expenditure for all Payment
Cards. This means that we will be able to monitor how Personal Budget funds are being
spent, ensuring that they are used appropriately in meeting the needs outlined in each
customer’s Support Plan.
If we think an individual might be using their Payment Card inappropriately, a review will
be undertaken. This will look at your Personal Budget and whether a Payment Card is the
best way to meet your needs.
Essex County Council has a number of safeguards in place to limit the use of Payment
Cards. This includes placing a block on a number of restricted sellers that are
inappropriate (such as gambling or alcohol providers). Attempted payments to a restricted
seller will be declined and alerted to Essex County Council. If you have a query about the
list of restricted sellers, please contact Citi Bank Customer Services on 0203 027 1854.
Is there a daily limit for cash withdrawals from ATMs?
You will not be able to withdraw more than £50 from an ATM in any one 24 hour period.
There is a charge of £1.50 for each withdrawal (excluding the first withdrawal made after
each time your card is loaded with funds). This does not include any charge the ATM
provider may make.
Who do I contact if I have a problem?
If you have a query about your card itself, please contact: Citi Bank Customer Services on
0203 027 1854.
If you have a question about the payments you receive or about your support plan, please
discuss this with your social care team.
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