Credit Card Customer Support

Chargebacks

From time to time, “disputes” or “chargebacks” may arise on a credit card account. Credit card chargeback is often submitted by a cardholder because a credit card charge was unauthorized or you bought something online that was never delivered or was defective. Except for unauthorized transactions, you should only initiate a chargeback after you tried to get a refund from the merchant and were not successful. The official first step of the chargeback process is the submission of a “dispute” form. Below are some helpful guidelines you should be aware of when requesting a chargeback.

Credit Card FAQs

Chargeback FAQs

What is a chargeback?
A chargeback is a claim submitted by a cardholder to challenge the legitimacy of a transaction which is charged and posted to his/her credit card account.

Who governs the chargeback process?
The chargeback process is governed by the Card Brands (Visa and MasterCard) rules which helps maintain a fair and high standard of service. While there is no guarantee that the bank will recover the money through the chargeback process, all claims received are assessed by the bank and feedback provided.

How is the value of the chargeback determined?
With a chargeback, the value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, any chargeback will only cover the remaining amount of the original transaction.

What if I was charged the wrong amount on my Credit Card?
You should contact the merchant first. It may be a simple mistake that they can correct. If you did not receive a refund from the merchant or they have not resolved the query you can complete the dispute form and submit it to the bank. Be sure to include any supporting documents you may have from your contact with the merchant.

What is the difference between a chargeback and a refund?
When you make a chargeback claim, the bank will request a refund from the merchant on your behalf. There is no guarantee, however, that the merchant will agree to the request or that the bank will be able to recover the money.

With a refund, however, the merchant accepts responsibility for refunding you directly, without the need to make a claim through the bank. You should always request a refund from the merchant first before making a chargeback claim.

What are the reasons why a transaction is disputed?
A transaction can be disputed for any of the following reasons:-

Goods Not Received
Duplicate transaction
Unauthorized (fraud)
Difference In Amounts
Cash Not Received
Credit Not Received
Service Cancelled
Paid by alternate means
Service not Received
Declined but Still Charged

How long do I have to make a chargeback claim?
Queries on any unfamiliar posted credit card transaction must be made by the cardholder within fourteen (14) calendar days after the unfamiliar transaction was done, after which time the Bank will not be obliged to consider any such query. Please ensure you enroll for the banks Online Banking as well as email notification services to monitor your account in real time.

Who should complete the dispute form?
The dispute form(s) must be completed and signed by the cardholder on whose credit card the disputed transaction was observed. However the primary cardholder (or account owner) is ultimately responsible for making queries.

What is the maximum number of transactions which can be disputed?
The maximum number of transactions which can be disputed based on the card brand rules is thirty five (35).

What information do I need to provide to the bank to make a dispute?
The more information you can provide for your chargeback claim, the stronger your claim will be. In addition to the chargeback form, information in the form of invoices, receipts and correspondence e.g. online chat or emails is required.

How do I make a chargeback claim for an unauthorized transaction?
If you notice an unauthorized transaction on your account it is important that you report this immediately to the bank to block your card and secure your account. No additional information is required other than the dispute form to initiate the dispute with the card brand.

When I dispute a transaction will my card be replaced?
Your card will only need to be blocked and replaced if your dispute is submitted for an unauthorized transaction. This is a requirement of both Visa and MasterCard International.

How long does the dispute process take?
According to both Visa and MasterCard Regulations, the dispute process can be completed and the dispute resolved within a minimum of ten (10) weeks to a maximum of six (6) months.

How do I complete the dispute form?
To complete your dispute form follow the three simple steps below:-

Print form and tick option applicable to you.
Provide relevant requested information and documents as required.
Sign the form where indicated. (Click here to access and download the credit card dispute form)

Where do I submit my completed dispute form?
All completed dispute forms must be submitted to Cardservicesdepartment@firstcitizensbb.com

Upon receipt you will receive an acknowledgment email.

Is there a fee for disputing a transaction.
The bank does not charge a fee for disputing a transaction however for unauthorized transaction if the investigations proves you did do the transactions you will be charged a fee of $25 BBD for every disputed transactions.

Can I dispute a Chip & PIN transaction as unauthorized.
No, based on the card brand rules and regulations there are no disputes rights for transactions authorized via Chip & PIN technology.

Contactless FAQs

What is Contactless technology?
This feature allows you to simply ‘tap-and-go! The terminal and card communicate using Near Field Communication (NFC) technology which allows you to tap your card over the merchant’s point-of-sale device to make a payment instead of inserting the card.

Why use Contactless technology?
Contactless technology brings you added convenience when making payments. With just a tap, you can make quick and secure payments.

How do I use the Contactless feature on my credit card?
Once the merchant point of sale device is enabled with Contactless technology, you can tap or wave your card 2 inches over the device to make a payment.

How can I determine whether I can use Contactless at a merchant?
The Contactless icon (see below) will be displayed on the merchant’s machine.

Will Contactless transactions require a Pin?
Each transaction is assessed “individually” and you will be prompted if you’re required to enter your Pin.

Is Contactless payment secure?
Contactless uses the same secure and robust technology as Chip & PIN.
When making a payment via Contactless, your personal card information is protected.

How can I be notified of a Contactless transaction?
First Citizens offers Email Alert Service which delivers convenient, fast and secure real-time notifications. Each notification will provide you with a brief transaction description that includes the merchant’s name, the transaction status (whether approved or declined), transaction value and your real-time available card balance.

Chip & PIN Transactions FAQs

What is a Chip and PIN credit card?
A credit card with Chip and PIN technology contains an encrypted embedded microchip, which stores data more securely and strongly reduces the possibility of fraud. The security of this technology automatically creates an enhanced customer experience.

What are the benefits of Chip and PIN credit cards?
Guaranteed international acceptance at merchants including those in the UK and Europe. Increased protection against lost, stolen or counterfeit card fraud through the ability of the chip to securely store and process data. Additional layer of security when Chip and PIN credit card is used at a Chip and PIN point of sale terminal/merchant. In this scenario, the customer is required to input his/her PIN, which he/she alone should know.

Can a First Citizens Credit Card with Chip and PIN technology be compromised?
The Chip and PIN technology remains a safe technology in the payments world. To date, in line with the benefits of the technology, we are not aware of situations where credit cards with the Chip and PIN technology have been compromised. If that unlikely scenario occurs, then the situation will be handled in line with the rules as prescribed by VISA and MasterCard International.

How will my First Citizens Chip and PIN Credit Card work?
Your First Citizens Chip and PIN Credit Card allows you to do everything you currently do with your credit card; i.e. local, international and online purchases and cash withdrawals.

The process for online transactions is unchanged. However, attention is to be paid to the expiry date which you may agree to store on the sites where you regularly shop.

How will my First Citizens Chip and PIN Credit Card work at a chip enabled point of sale or ATM machine?
When doing a purchase at a merchant with a chip-enabled Point of Sale machines, the cardholder is required to enter his/her PIN to verify the transaction. The system validates the data on the Chip and the PIN, resulting in a more secure transaction.

There is no requirement for the customer’s signature in this scenario. When the transaction is complete, you will be prompted to remove the card and the merchant will provide you with a copy of the sales receipt.

What is the importance of my PIN with my First Citizens Chip and PIN Credit Card?
Your PIN is required to process purchase transactions at chip enabled point of sale machines as well as for cash withdrawals at chip enabled ATMs.

Therefore, your PIN is a central security element for your purchase transactions. Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.

What are the additional fees on the First Citizens Chip and PIN Credit Card?
There are no additional fees. All fees remain unchanged.

Is the Chip and PIN technology available for my Visa Debit card as well?
Yes the technology is available for both credit cards and debit cards.