SPCC Contact Sheet

Department of Accounts and Bank of America Contacts Department of Accounts http://www.doa.virginia.gov/General_Accounting/Charge_Card/Charge_Card_Main.cfm Charge Card Administration  Charge Card Administration . Phone: 804-786-0874 . Email: [email protected] . Fax: 804-518-4954 Company Level Support Provides assistance with day-to-day card program questions, such as lost/stolen cards, disputed items, payments, and CVV (3-digit) security codes. (Authorized contacts only. To update authorized contacts, contact Company  Dedicated Company Level Support Level Support) . Kewony Parham . Phone: 757-213-8315 Fax: 804-262-9122 8 a.m. – 9 p.m. ET . 800-822-5985 ext. 68315 Monday - Friday . Email: [email protected]  Backup: . Jatika Johnson . Phone: 757-213-8369 Fax: 704-548-5749 . Email: [email protected]  Escalation: . Rosalyn A. Thompson, . Phone: 757-213-8305 . Email: [email protected] Or:  General - Company Level Support Line . U.S. Toll-free # 1.800.822.5985 . Collect #: 509.353.6656 - outside the U.S. . Email: [email protected]

. Escalation: - Brenda Wilkins-Norman, 757-677-4362 - [email protected] Technical Help Desk Provides assistance with questions or issues related to the use of the Works application, (Works Program Administrators only) Payment Center and VISA Information Management 1099 database applications.  U.S. Toll-free # 1-888-589-3473 8 a.m. – 9 pm ET . Opt 4 – WORKS, VIM, Payment Center Monday - Friday – Password Reset  Collect # 704-387-3020, Option 4 - outside the U.S.  Email: [email protected]  Escalation: Duane Paitsel, 757-823-7787 [email protected] Cardholder Customer Service Provides cardholders (and program administrators after business hours) with assistance on (for Cardholders, and activities such as reporting lost or stolen cards or reporting disputed items. Program Administrators  Toll-free # 1.888.449.2273 after business hours)  Collect #: 509.353.6656 outside the U.S. 24 hours/day, 7 days/week Note: Cardholders should enter their 16-digit card number when prompted. Card Activation Cardholders can activate their card by calling one of these numbers, keying in their card # when 24 hours/day, 7 days/week prompted, and entering their activation code (assigned by you during card issuance) when prompted. These phone #’s are also provided on a sticker affixed to the card.  Toll-free: 1.888.571.1000  Collect #: 509.353.6656 outside the U.S. Fraud Release a card from fraud watch 24 hours/day, 7 days/week  Phone: 1.866.500.8262 or collect via 509-353-6656 Card Account Manager Your card account manager will consult with you to assist in growing your card program, keep you updated regarding industry activities and assist with the escalation on any issues.  Maureen Sudbay Phone: 757-441-4840 Cell: 804-814-2627  E-Mail: [email protected] Training Administrators and Accountants can register for additional or refresher training sessions at http://training.works.com/bankofamerica.

Works Card Program Quick Tips – Who to Call for Assistance

1 Use the Works application Call Company Level Support Call Works Technical Help Desk to… to… to…  Request new cards  Change the statement  Obtain technical support, for  Request replacement address on the corporate issues using the Works cards billing account application  Cancel (de-activate) cards  Change the MCCs in a  Ask how-to questions regarding  Reset user passwords custom MCC group Works functionality  Change card controls  Create a new custom  Request periodic large uploads using card profiles: MCC group (also need to of user, card, or general ledger - credit limit notify the Technical Help information - single or daily Support)  Add a new custom MCC group to transaction limits  Change the master credit Works (after a new custom MCC - MCC group assignment limit for a card program group has been created by - % cash (if allowed)  Research a corporate Company Level Support)  Research in real-time why payment  Obtain technical support for Visa a transaction was declined  Research a corporate Information Management (VIM,  Add, change, or delete account decline SmartData Online (SDOL) & Works groups and users  Change the delivery Payment Center.  Update cardholder phone method of cards, i.e. bulk and address information ship via Fed Ex to PA,  Change accounting code U.S. mail to cardholder, defaults etc.  Create configurable  Request overnight delivery reports on transaction for a card detail, card information,  Report a lost or stolen audit logs, etc. card  Export data for import to a  Obtain the 3-digit security financial system (CVV) code for a card  Initiate a transaction dispute

***Cardholders should call ***Cardholders should contact the 1.888.449.2273 program administrator, who can then for assistance with items such contact the Works Technical Help as activating a card, reporting Desk on behalf of the cardholder. a card lost/stolen, or disputing a transaction.