its a completely automated service. i wanted to report my card lost and couldn't because there was no selection for that, or a selection to talk to a real person. you cant call the number you usually would to get your balance because that asks for your card number, which does no good if you have lost your card unless you somehow wrote it down somewhere. which i did not. not a very good service. i gave 2 stars because of the many selections it does give just not the ones that could potentially be really helpful.