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Question 1

How do I get started with Charlie?

Answer

As part of signing up for Charlie, you authorize future Social Security payments to be deposited into your Charlie Account. Charlie then sends a secure, electronic request to the Social Security Administration, which typically takes 1-2 weeks to process.

You will receive notifications from both Charlie and the Social Security Administration once the update is complete, confirming that future payments will go to your Charlie Account! The destination of your direct deposit will be listed as Sutton Bank on SSA.gov, which is our partner bank. Charlie Accounts are insured up to $250,000 through Sutton Bank, Member FDIC.

In the meantime, you will continue to receive Social Security payments to your current account on file with the Social Security Administration.

Question 2

How do I receive Social Security payments 3-5 days early?

Answer

If your payment is typically scheduled for the 2nd, 3rd, or 4th Wednesday of the month, you can expect your payment to be deposited into your Charlie Account on the Friday before the scheduled Wednesday payment. If your payment is typically scheduled for the 3rd of the month, you will receive payments 3 business days early, meaning you will automatically receive payments before the 1st of every month. Regardless of which day you receive Social Security each month, payments are typically deposited into Charlie Accounts around 1pm CT.

Question 3

How does Charlie work?

Answer

Charlie offers a Charlie Demand Deposit Account with a Charlie Visa® Debit Card through our partner bank, Sutton Bank, Member FDIC. You can use your Charlie Visa® Debit Card anywhere that accepts Visa® and send checks via Charlie.com. You can also access a network of over 55,000 fee-free Allpoint ATMs at major retailers like Target, CVS, and Walgreens.

Question 4

Can I pay my bills with Charlie?

Answer

Yes. There are three ways to pay bills. You can use your Charlie Visa® Debit Card, you can send a check from Charlie.com free of charge, or you can provide your Charlie Account information to your biller and have them debit your account via ACH.

Question 5

Where are Charlie ATMs located?

Answer

We have over 55,000 fee-free ATMs nationwide through our Allpoint ATM partner network at major retailers like Target, CVS, and Walgreens.

Click here to find an Allpoint ATM near you.

Question 6

How do I know I can trust Charlie?

Answer

Charlie Accounts are insured up to $250,000 through Sutton Bank, Member FDIC. Charlie Visa® Debit Cards also come with Visa®'s Zero Liability Policy(1). Further, our systems have undergone rigorous security testing, and we employ state-of-the-art identity protection and 24/7 transaction monitoring services.

Question 7

Does Charlie charge fees?

Answer

We have no fees for sign up, minimum balance, transactions, and there are no monthly account fees. Charlie charges fees for out-of-network ATM withdrawals and balance inquiries, card replacements (the first replacement is free of charge), and international transactions. We do not charge fees or interest for early access to Social Security payments. Other third parties involved in transactions may charge fees outside of Charlie's control, which may be disclosed at the time of the transaction. For more information on fees, refer to the Charlie & Sutton Bank Cardholder Agreement.

Question 8

Does Charlie have physical branches?

Answer

Charlie is currently an online platform. We have over 55,000 fee-free ATMs nationwide through our Allpoint ATM partner network at major retailers like Target, CVS, and Walgreens, and our U.S.-based customer support agents are here to answer any questions you may have.

Click here to find an Allpoint ATM near you.

Question 9

Is Charlie a bank?

Answer

Charlie is a financial technology company offering financial services custom-made for the 62+ communities' unique needs. Charlie is not a bank. Banking services are provided by Sutton Bank, Member FDIC. Charlie Accounts are insured up to $250,000 through our partner bank, Sutton Bank, Member FDIC.

Question 10

Are Charlie accounts FDIC insured?

Answer

Yes. Charlie Accounts are insured up to $250,000 through our partner bank, Sutton Bank, Member FDIC.

Question 11

Who is Sutton Bank?

Answer

Sutton Bank, Member FDIC, is our partner bank and was founded in 1878. Charlie Accounts are insured up to $250,000 through Sutton Bank, Member FDIC.

Question 12

What do I receive after I sign up?

Answer

Upon signup for your Charlie Account, you will receive a Charlie Visa® Debit Card and unique account number that you can use for paying bills.

Question 13

What is Charlie’s mission?

Answer

Too many 62+ Americans face financial uncertainty. Charlie is a banking solution that enables retirees to maximize their limited resources and provide peace of mind around their financial present and future.

Question 14

How does Charlie make money?

Answer

When you spend your money with your Charlie Visa® Debit Card, Visa® pays us a percentage of what they earn from the merchant. This is our primary source of revenue and enables us to provide your account with no monthly fees and free access to over 55,000 ATMs. We do not charge fees or interest for early access to Social Security payments. Charlie charges fees for out-of-network ATM use, card replacements (the first replacement is free of charge), and international transactions. Other third parties involved in transactions may charge fees outside of Charlie's control, which will likely be disclosed at the time of the transaction. For more information on fees, refer to the Charlie & Sutton Bank Cardholder Agreement.

Question 15

Does Charlie sell my personal information?

Answer

Charlie does not sell personal information such as name, account number, address, or SSN to third parties. For more information, refer to the Charlie Privacy Policy.

Question 16

How can I contact Charlie?

Answer

If you have any questions, you can contact the Charlie support team at (866) 674-9629.

Question 17

Why is the company named Charlie?

Answer

Charlie is the smart, kind, trusted nephew who is in the know, but not a know-it-all.

Question 18

Can I send checks?

Answer

Yes. You can send checks from your Charlie Account to individuals and businesses in the United States free of charge. Simply log in to Charlie.com and choose "Pay and Transfer" to have us mail a check for you.

Question 19

Is Charlie a prepaid or credit card?

Answer

No, Charlie offers a Charlie Demand Deposit Account with a Charlie Visa® Debit Card through Sutton Bank, Member FDIC.

Question 20

How does Charlie FraudShield work?

Answer

Charlie FraudShield is a comprehensive set of personalized fraud prevention services, built exclusively for the 62+. You can customize your FraudShield settings to match the way you live. Charlie keeps your money safe so that you can have the peace of mind you deserve to focus on the moments that matter.

Question 21

How do I set up FraudShield?

Answer

Charlie protects you from fraud even if you have not enabled any FraudShield services. FraudShield allows you to have even more control over how we protect your account. You can visit the FraudShield homepage to learn more, and to set up these services.

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