XPERIENCE PROGRAM GENERAL QUESTIONS CURRENT XPERIENCE PROGRAM? The current Xperience Program allows you to access an instant amount off of a qualifying treatment through a Mastercard Virtual Account. This Card is I ssued by Sunrise Banks N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. Mastercard Virtual accounts cannot be redeemed for cash and cannot be used for cash withdrawals. Mastercard Virtual accounts may be used everywhere Mastercard debit cards are accepted online. For more information on the offer amount and any additional offers available, please check http://www.xperienceprogramsignup.com HOW DOES THE XPERIENCE PROGRAM WORK? 1. After you receive your qualifying treatment, your doctor will give you an activation pin # 2. Register or sign-in online at http://www.xperienceprogramsignup.com 3. Select the Xperience program 4. Enter your activation PIN that your doctor provided 5. You ll receive an email from Sunrise Banks N.A with instructions on how to claim your reward 6. You can then use your Prepaid Card Virtual Account toward your treatment payment or wherever Prepaid Card Virtual Accounts are accepted online. I HAVE RECEIVED MY TREATMENT AND REQUESTED A VIRTUAL REWARD BUT HAVEN T RECEIVED MY EMAIL? Please confirm that you have entered a VALID email address during the registration process on the Xperience Program website and that you have internet access. If you have not received an email in approximately 15 minutes after claiming a virtual reward*, please double check the email address you entered upon registering for the Xperience Program is correct. **Additional steps are required in order to receive your virtual reward from the bank. WHAT IF I HAVE PROBLEMS ENTERING MY ACTIVATION PIN # ON THE XPERIENCE PROGRAM WEBSITE? Please call the customer support line: 1-800-978-7265 (option 3). WHAT DO I DO IF I DO NOT HAVE INTERNET ACCESS TO REQUEST A VIRTUAL REWARD? This program can only be administered online. I HAVE MY VIRTUAL REWARD* HOW DO I USE IT IN MY DOCTOR S OFFICE? The Xperience Virtual Reward is sent via email to registered Xperience Program consumers. Once you receive the reward, it will be displayed on your screen. To use the reward please tell your Doctor s office to enter the 16-digit card number manually instead of swiping. Some card systems will ask for the CVV number, which is also visible on the front of the Prepaid Card Virtual Account. WHY DOES MY PREPAID CARD VIRTUAL ACCOUNT NOT PROCESS AT MY DOCTOR S OFFICE FOR THE FULL AMOUNT! 1 of 5
Some card/transaction processing systems are set up to hold around 20 percent for a gratuity. If for some reason a card will not process for the expected amount, please call your card processor to override the gratuity hold in your system or to remove it completely. HOW LONG IS MY PREPAID CARD VIRTUAL ACCOUNT GOOD FOR? Patient Prepaid Card Virtual Account(s) expires ninety (90) days after they are issued. WHERE CAN PATIENTS REDEEM THE OFFER? Patients are encouraged to use their account in the office for an immediate discount off their treatment. WHAT IF I WANT TO USE MY PREPAID CARD VIRTUAL ACCOUNT ELSEWHERE? You can use the Prepaid Card Virtual Account anywhere online where Prepaid Cards are accepted. CAN I CLAIM ANOTHER OFFER (FROM THE SAME BRAND) IF I HAVE ALREADY REGISTERED FOR AN OFFER IN THE PAST? While you can only receive 1 offer per brand per household per every three months, if an offer is still running past the three-month time limit, you can request a second card by signing into your account on XperienceProgram.com. Please note that a Prepaid Card Virtual Account is not reloadable or reusable. WHERE CAN I FIND TERMS AND CONDITIONS ON THE PROGRAM? Please visit XeominAesthetic.com or XperienceProgram.com to view our terms and conditions. CAN TWO PEOPLE THAT LIVE IN THE SAME HOUSEHOLD BOTH PARTICIPATE IN THE PROGRAM? Xperience Prepaid Card Virtual Account requests are limited to one per household and one per e-mail address every three months. HAVE QUESTIONS ABOUT YOUR XPEREINCE PREPAID CARD VIRTUAL ACCOUNT? Please call the customer support line: 1-800-978-7265 (option 3). ABOUT YOUR PREPAID CARD VIRTUAL ACCOUNT WHERE CAN I USE THIS ACCOUNT? You can use your account to purchase goods and services at any online merchant that accepts Mastercard (depending on the brand associated with your account). CAN I WITHDRAW CASH WITH MY ACCOUNT? Your Prepaid Card Virtual Account cannot be used to withdraw cash. CAN I HAVE AN ACCOUNT WITH A BILLING ADDRESS OUTSIDE THE UNITED STATES? 2 of 5
No, not at this time. WHAT IS AN ACCOUNT MAITENANCE FEE? Please reference the "Disclosures and Fees" from Sunrise Bank N.A. for a complete description of fees. HOW IS MY PREPAID CARD VIRTUAL ACCOUNT DIFFERENT THAN A CREDIT CARD? A credit card gives you a line of credit, which you have to pay back. Conversely, this is a virtual debit account that is loaded with YOUR money. You can spend the funds as you see fit, but you can't spend more than your current available account balance. WILL I RECEIVE A SEPARATE BILLING STATEMENT FOR MY PREPAID CARD VIRTUAL ACCOUNT? All transactions that you make with your account are available online. When you want to double-check your transaction activity, simply log in to your account. If you are not able to access your statement online, please contact Customer Service to find out if other statement options are available. MANAGING YOUR PREPAID CARD VIRTUAL ACCOUNT THROUGH SUNRISE BANK N.A. HOW DO I ACTIVATE MY PREPAID CARD VIRTUAL ACCOUNT? You were sent an email from Xperience Program Virtual Reward containing a unique URL/claim code (link), along with additional steps to follow in order to receive your virtual reward*. To activate your Prepaid Card Virtual Account, click the link or copy and paste the link you re your browser. You will then be taken to the Sunrise Bank N.A. website where you will be required to register as a new user and activate your Prepaid Card Virtual Account. HOW DO I VIEW MY ACCOUNT ACTIVITY ONLINE? Viewing your account activity online is as simple as one, two, three. 1. Visit www.na.citiprepaid.com (the website URL provided in your reward notification email). 2. Log In. 3. Click the "My Account" tab on the top of your screen. Your account activity will be listed for your review. HOW DO I CHANGE MY ADDRESS? If you have moved, or your billing address contains an error, please update your information by clicking on the Profile link at the top of this page. If you need assistance updating your account information, please contact our Customer Service Team. Note: Your online purchase will be declined if the billing address entered during checkout does not match the address on your account. DOES MY PREPAID CARD VIRTUAL ACCOUNT EVER EXPIRE? Yes. You can find an expiration date for your account in the account details section on the left hand side of the Dashboard tab. 3 of 5
HOW DO I CANCEL MY PREPAID CARD VIRTUAL ACCOUNT? If you wish to cancel your account, please contact Customer Service by using the address or telephone number provided on this page. SHOPPING WITH YOU PREPAID VIRTUAL ACCOUNT CAN I USE MY PREPAID CARD VIRTUAL ACCOUNT TO PURCHASE GOODS AND SERVICES? You can use your account to purchase goods and services at any online merchant that accepts Prepaid Cards (depending on the brand associated with your account). At checkout, enter the card information associated with your virtual account as if it were a traditional credit card. If the funds are available in your account, the purchase will be approved. WHEN SHOPPING ONLINE, CAN I SPLIT A PAYMENT BETWEEN MY PREPAID CARD VIRTUAL ACCOUNT AND A CREDIT CARD? Only if the online merchant permits "split" payments. Please note however, that most online stores only accept one credit or debit/check card for payment. And since your card is processed like a Prepaid Card transaction, you likely won't be able to enter more than one card type to complete the transaction. Note: You may be able to load up to $200 on to your virtual account from a personal credit card to cover the cost of larger purchases. If this feature is active, the "ADD$" tab will be displayed at the top of this page. Click on the tab for more information. CAN I SPEND MORE THAN MY AVAILABLE BALANCE? No. You will not be able to spend more than your available balance. The merchant will decline your transaction. WHAT IF THE AMOUNT OF MY PURCHASE IS MORE THAN AVAILABLE BALANCE? In this case, your purchase will be declined. WHY DID MY BALANCE ONLY DECREASE BY $1 AFTER I MADE A PURCHASE AT A MERCHANT? Often, online merchants do not immediately charge customers for the full amount of the purchase. Many will "authorize" (temporarily deduct) $1 from your balance for verification purposes. This is a routine practice that affects all standard credit and debit card users. In most cases, merchants that operate in this manner will debit your balance for the full amount of the purchase and return the "authorized" $1 to your balance. The merchant may take up to 30 days to return these funds to your account. WHAT IF A TRANSACTION IS NOT APPROVED BY AN ONLINE STORE? In the unlikely event that your transaction is declined by an online store, please make sure that you have done the following: o Verified that the merchant accepts signature based debit Prepaid Card Virtual Account o Chosen "credit card" as the payment method o o Selected "MasterCard" (depending on the brand associated with your account) Correctly entered your 16-digit card number 4 of 5
o Correctly entered your 3 digit Security Code (if required) o Correctly entered your expiration date o Correctly entered your name (as it appears on your Prepaid Card Virtual Account) o Correctly entered your billing address (same address on file for your Prepaid Card Virtual Account) o Not generated a purchase amount that is greater than your available balance DISPUTING CHARGES THERE IS A DUPLICATE CHARGE MARKED AS PENDING ON MY PREPAID CARD VIRTUAL ACCOUT CAN I DISPUTE IT? No. Charges labeled as "Pending" will either settle or be automatically removed from your account within 7 days. We will only accept dispute forms for settled transactions labeled as "Spend$" within your transaction history - any dispute forms received for "Pending" charges will be discarded. THERE IS AN UNFAMILIAR CHARGE ON MY PREPAID CARD VIRTUAL ACCOUNT WHAT SHOULD I DO? First, inform Sunrise Bank N.A. Prepaid Customer Service of the unfamiliar charge by calling the number provided above. Next, contact the merchant using the phone number provided in your account history. If you are still unfamiliar with the charge, contact Customer Service for the Affidavit of Fraudulent/Unauthorized Use Form. I WOULD LIKE TO DISPUTE A CHARGE ON MY PREPAID CARD VIRTUAL ACCOUNT FROM A KNOWN MERCHANT HOW DO I PROCEED? If you wish to dispute a charge, first try resolving the matter directly with the merchant. If you are unsuccessful, contact Customer Service for a Merchant Dispute Form. SECURITY AND PRI VACY HOW DO I KNOW MY PERSONAL AND PREPAID CARD VIRTUAL ACCOUNT INFORMATION IS SECURE? All transactions with us take place on a secure server, and all of your personal and account information is encrypted using a Secure Socket Layer (SSL). We encourage you to carefully review our Privacy and Security Policies if you have further questions about these matters. WILL YOU DIVULGE MY PERSONAL INFORMATION TO ANYONE? No. Sunrise Bank N.A. Prepaid Services will not divulge your email address or other personal information to any third party without your authorization. Upon registering your account on the website, you can choose whether or not you want to receive communications from us or our partners. Please read our Privacy and Security Policies for more details. If a partner of Sunrise Bank N.A. Prepaid Services provides your account, it may be necessary for Sunrise Bank N.A. Prepaid Services and the partner to transfer your personal data between one another to setup and maintain your profile. Please contact the partner providing the account for more details. 5 of 5