E. About xpresscall long distance rates



A. About Prepaid Direct, xpresscall service and security issues

1. Who is Prepaid Direct?
Prepaid Direct is a privately owned company that has a close working relationship with CIBC. For the past few years, we have been offering CIBC customers Prepaid Cellular and Long Distance cards through CIBC ATM’s across Canada.

2. Will Prepaid Direct divulge or sell my personal information?
No. Prepaid Direct does not release or sell any customer information to other companies or individuals. We will only disclose customer information if we are legally compelled to do so. We only use your information for xpresscall customer service purposes.

3. Is my credit card number secure?
Yes. When you send confidential credit card information to us via the xpresscall web site, secure server software scrambles that information as it is being sent to us. It is then decoded once it reaches our web site. Once a transaction is processed, no record of your credit card information is kept in our site.

4. Does Prepaid Direct keep my credit card information on record for customer identification, convenience, or any other purpose?
No. Prepaid Direct/xpresscall does not keep our customers’ credit card information, in full or part, for any purpose. As a result, you have to enter and provide your complete credit card information with each transaction.

5. What are the legal terms and conditions of the xpresscall service?
Limitation of Liability: The cumulative liability of the Service Provider related to the use of this Prepaid Service for any cause whatsoever is limited to the outstanding balance of the user’s xpresscall account.

Refunds, if requested in writing by the account holder, are limited to the account balance at the time the request for refund is received by Prepaid Direct, and the account is terminated. Rates are subject to change without notice. Long Distance Service Provider is Goldline Telemanagement Inc.

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B. About activating for xpresscall service

1. How do I activate xpresscall service?
You can activate up to 8 different phone lines with your xpresscall account. Activation is easy, and can be done on this web site by clicking on the "Sign Up for Service" link, or by calling our Customer Service line at 1-866-733-2421.

2. Do I need a special phone to activate for xpresscall service?
No. You do not need a special phone or additional equipment of any kind. However, in order for the xpresscall system to automatically recognize your activated phone lines, we require that those phones be equipped with outgoing call display.

3. Do I have to sign a contract to use xpresscall?
No. You are not required to sign a contract or any other agreement in order to use the xpresscall service.

4. Do I have to cancel any existing contracts or agreements before I activate an xpresscall service?
No. The xpresscall service does not affect your relationships or agreements with your home, cellular or business telephone service providers.

5. Will using xpresscall affect my current long distance or local service plans with my home, cellular or business lines?
No. The xpresscall service does not affect your relationships or agreements with your home, cellular or business telephone service providers.

6. How long will it take for my xpresscall service to work after I have activated?
After you have activated, please allow 3 to 4 hours for your account to become active, then start saving on all your long distance calls!

7. How do I change, add or delete an activated number?
You can retrieve your account information on the xpresscall web site, and add or delete activated numbers there. You can also call our Customer Service line from an activated phone and make the changes you require there. Our xpresscall Customer Service representatives can be contracted at 1-866-733-2421.

8. Can I cancel my xpresscall service at any time?
Yes. If you wish to cancel your xpresscall service at any time, simply contact Prepaid Direct via the xpresscall web site, or at 1-866-733-2421. Any funds that are in your account at the time of cancellation will be promptly refunded to you.

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C. About using the xpresscall service

1. Do I need to use my PIN to make a call?
No, you are not required to use your PIN when placing a call from an activated phone number. If you are making a call from a non-activated phone line, you will be required to enter your PIN.

2. How do I make a call from an activated phone line?
It’s EASY!
-Dial the local access number for activated phones

-Dial the number you wish to call.

-For calls to Canada and the USA dial area code + telephone number

-For International calls, dial 011 + country code + city code + telephone number.

3. How do I make a call from a non-activated phone line?
If you are calling from a non-activated phone or if your activated phone is not call display enabled:
-Dial the local access number for non-activated phones.

-Enter your PIN when prompted.

-Dial the number you wish to call.

-For calls to Canada and the USA dial area code + telephone number

-For International calls, dial 011 + country code + city code + telephone number

4. What happens if I forget the local access number?
No problem! You can get a list of local access numbers on our web site, or call our Customer Service Department at 1-866-733-2421.

5. What happens if I’m trying to make a call from a non-activated phone line and can’t remember my PIN?
No problem! If you forget your PIN, simply contact one of our Customer Service representatives at 1-866-733-2421 for assistance.

6. How is the xpresscall service different than using a prepaid calling card, or a phone company calling card?
It’s much easier! If you are calling from an activated phone number, you don’t have to enter a PIN. All other long distance card services require that extra step. In addition, we offer great rates, and no extra fees or charges for making a call.

7. Can I change my PIN?
You can only change your PIN if there are security concerns associated with using that number. The new PIN will be computer generated. For security purposes, you cannot choose your own PIN number.

8. Can the xpresscall service be used by 2 or more of my activated numbers at the same time?
No. For security purposes, only one activated number per account can be placing a call at any given time. If you find this inconvenient, you can set up different accounts for each of the phone numbers you want to activate.

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D. About account balances and recharging

1. How do I check my xpresscall account balance?
It’s easy! Each time you use the service, you will be given your account balance before the call is connected.

2. How do I recharge my xpresscall account?
You can recharge your account by visiting the xpresscall web site and clicking on the "Add Time" link. If you are not near a computer, just call a Customer Service representative at 1-866-733-2421. We accept Visa and Mastercard as means of payment.

3. How do I check my last months call history?
It’s easy! At any time, you can visit the xpresscall web site, and click on the "Account Information" link. For security purposes, you will be required to enter your PIN. Once you have done that, you will see a complete record of all calls placed in the previous month using your xpresscall account. This information is updated on the first day of each month.

4. How do I check my payment history?
It’s easy! At any time, you can visit the xpresscall web site, and click on the "Account Information" link. For security purposes, you will be required to enter your PIN. Once you have done that, you will see a record of the last 10 payments on your xpresscall account.

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E. About xpresscall long distance rates

1. Where do I find xpresscall long distance rates?
You can check the rates on line by clicking here or you can simply call 1-866-733-2421 and speak to a customer service representative.

2. Are the xpresscall long distance rates competitive?
Yes! As you can see in our Rate Chart, the xpresscall service offers some of the best international and North American long distance rates in the industry.

3. Are there any service fees or hidden charges?
No. There are no service fees or hidden charges for using the xpresscall service. In some geographic areas, where there are no local access numbers, there is a small per minute fee for using a toll free access number. Please see our Access Number page for details.

4. What happens if the xpresscall rates change?
Our long distance rates are among the best in the industry. However, we do reserve the right to change our rates as market conditions warrant. Please always refer to our Rate Chart for up to date information.

5. If I’m using my cellular phone for an xpresscall long distance call, will I still be charged for minute usage by my cellular service provider?
Yes. You will be charged your standard per minute rates for a local call by your cellular service provider. If for some reason you dial an access number that is considered long distance from your current location, a surcharge from your cellular service provider will apply. Please contact an xpresscall Customer Service representative at 1-866-733-2421 if you have any questions, or refer to our Access Number page to avoid these charges.

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