Credit Card Security Tips

Tips for Avoiding Chargebacks

Tip 1: Be clear on return, refund and cancellation policies.

When transacting at merchants especially Travel and Entertainment Merchants e.g. Hotels, Airlines, Car Rentals, Cruises etc. be clear on the return, refund or cancellation policies. This is important as it details the merchant’s terms and conditions and liability if a dispute is made against them. Disputing a transaction at any such merchant does not guarantee you will be reimbursed. 

Tip 2: Currency Conversion

When you make a credit card purchase or an ATM withdrawal involving a foreign currency, the amount must be converted to your home currency in order to be processed by your card issuer and charged to your account. You would be charged a currency conversion fee for that purpose. This would account for the difference in the purchase amount versus the charged amount on your credit card statement.

Tip 3: Subscription Charges

When you opt in for a free subscription trial you may be presented with an option to input your card information. This means after the free trial period is over the merchant will automatically bill you for the subscription. If you do not wish to be charged remember to cancel the subscription and remove your card information before the trial period is over.

Tip 4:  Pending Transactions

If you have a pending transaction that was authorized but never posted to your account send us a secure message or email cardservicesdepartment@firstcitizensbb.com requesting to have the transaction dropped. Examples of pending transactions and the required supporting documentation is outlined below:-

Example	Supporting Documentation
1.  Transaction Declined but still pending	Decline Receipt
2. You cancelled the transaction with the merchant and you are awaiting a refund but the transaction is still pending.	Approval Receipt   Cancellation Receipt

Tip 5: Transaction Amount 

When doing a Chip & PIN Transaction at a merchant be sure to verify the transaction amount before you input your PIN. This will ensure the amount being authorized is correct.

Tip 6: Never Share Your Card Information

You should never disclose or share your card information with anyone. Doing so means you are liable for all transaction completed.

Tip 7: In App Purchases

In-app purchases, prompt users to pay extra for subscriptions, premium features or game add-ons. They are a standard feature on apps available through the Apple App Store and Google Play. Gaming apps encourage players to buy extra lives, unlock new levels or even finish a game for a small fee. These spur-of-the-moment purchases can be an especially costly surprise for parents who allow their children to play games on their phones or tablets as users do not need to enter their credit card information or even a password. To minimize these types of transactions you can do the following:

1. Select the option to always require your password for in app purchases.
2. You can turn off in-app purchases through your phone’s settings controls.

Security Tips to reduce Friendly Fraud

Reducing friendly fraud can help reduce chargebacks.

There are two main causes of friendly fraud:

Transaction confusion—the cardholder does not recognize the purchase when checking their banking statement and believes they were a victim of fraud and so they dispute the charge.

First-party fraud – Someone else in the household makes a purchase without letting the cardholder know. This can happen for example when a household member pays to stream a movie online using the credit card that’s on file with the streaming service.

Below are some helpful tips to prevent disputing legitimate charges on your credit card account.

1. Keep track of your credit card purchases

Purchase confusion and disputes often arise from simple forgetfulness. One simple solution would be to retain paper receipts to reconcile your monthly credit card statement.

2. Know where your card is at all times

It’s obvious to say but the most reliable way to protect your card from unauthorized purchases is to keep it out of the hands of people who shouldn’t have it. Remember to keep credit cards in a safe, secure place at all times.

3. In app purchases

Maybe a family member made a purchase and never told you about it or your child made a few in-app purchases in a game. Known as “purchase confusion” or “friendly fraud” disputing legitimate charges feeds misinformation into the system when your own purchases are flagged as potential fraud. To minimize these types of transactions you can do the following:

1. Select the option to always require your password for in app purchases.
2. You can turn off in-app purchases through your phone’s settings controls

4. Work with your bank to resolve disputes

If you see a charge you are uncertain about send us a secure message asking for additional information. The detail provided by the bank can often help you to identify the charge.

What should I do if my Credit Card is lost or stolen?

 You are required to immediately call 431-4577 to make a report and a new Credit Card will be issued and delivered to your local mailing address. Our Customer Service team is available Monday to Friday from 8am to 4.30pm and our afterhours Support Team is available Monday to Friday from 4.31pm to 7.59am and on Weekend 24/7.

If you are abroad, call:

• VISA at 1-800-396-9665 when in the U.S.A /Canada, or in other countries, call 1-303-967-1098
• MasterCard at 1-800-307-7309 when in U.S.A /Canada, or in other countries, call or 1-636-722-7111
• Any time you think your credit card may have been compromised, don’t forget that you call 1-246-431-4577 to immediately have your Credit card “block”.  

Travel Security Tip: Record Your Travel with the Bank

Protect your card when travelling abroad. Before your trip, send us your travel details so that we can contact you in case of emergencies, and monitor your card activity for any suspicious transactions.

Informing us of your travel details is easy! Send us a secure message via Online Banking or email us at cardservicesdepartment@firstcitizensbb.com and be sure to include the following details:
· Name
· Destination
· Date of Departure and Return Date
· Contact Information – phone number and email address while abroad

Cardholders are encouraged to monitor their credit card transaction activity through their email alerts or via their Online Banking App. 

Email Notifications

One Time Passcode (OTP) Authentication Frequently Asked Questions

Credit Cards Security Tips

Cards are now the preferred method of payment for goods and services for many individuals. This is primarily due to its local, international, and online reach and by extension, its unparalleled convenience. As with all banking services, you, in partnership with your Bank, play the biggest role in ensuring that you enjoy the safest card experience possible. Help us protect you by following some simple guidelines as you go about your everyday life, with your First Citizens credit cards:

Tips to keep safe when shopping Online

1. Look for the “s”: When shopping online, check the URL to ensure it begins with “https://”. The “s” at the end indicates a secure connection.
2. Be on the alert – signing up for transaction alerts means you can see when your account has been used for a purchase.
3. Avoid shopping on public Wi-Fi – Cybercriminals scavenge for information on public Wi-Fi networks. They latch onto the same Wi-Fi signal and intercept information while it’s being transmitted, thus gaining access to your confidential credit card information and other sensitive data such as account passwords or banking credentials.
4. Beware of phishing scams – Be careful of unsolicited and suspicious emails or phone calls. They may try to steal personal information like your account number, username and password. If in doubt, do not click on any links or download files.
5. Protect your computer with an antivirus software/security Software. Make sure your computer and other mobile devices are loaded with the most recent and reputable antivirus and antispyware software that protects you from hackers and identity thieves.
6. Keep a record of your online credit card receipts. When you use your credit card online, don’t forget to keep a copy of your receipt. You can then compare the amount on your receipts to the amount on your credit card billing statement to make sure the amount matches.
7. Do not share your One Time Password (OTP) with anyone. NEVER give out your OTP to anyone even to a person claiming to be a bank representative. Keep it personal and guard them well.
8. If you suspect you card is compromised, call the bank immediately to have the card blocked and replaced.
9. Never send your credit card number in an email. Emails are broadcast over the Internet in plain text and can be intercepted by anyone.
10. The use of First Citizens Credit Cards for Online Gambling transactions is strictly prohibited. As such, these transactions would be declined.
11. The use of First Citizens Credit Cards to conduct face to face or non-face to face transactions at the countries listed below is strictly prohibited. As such, these transactions would be declined. The list may be updated periodically so you should always review prior to travelling.

Listed Countries	Listed Countries
1. Albania	15. North Korea
2. Burundi	16. Somalia
3. Democratic Republic of the Congo	17. Syria
4. Iraq	18. Yemen
5. Libya	19. Bosnia & Herzegovina
6. Nicaragua	20. Cuba
7. Serbia	21. Iran
8. Sudan and Darfur	22. Lebanon
9. Venezuela	23. Montenegro
10. Belarus	24. Russia
11. Central Africa Republic	25. South Sudan
12. Former Yugoslav Republic of Macedonia	26. Ukraine
13. Kosovo	27. Zimbabwe
14. Mail

ATM Security Tips

Keep your PIN a secret

• Your PIN is the most valuable security measure when you access your account through an ATM, so make sure you keep it a secret.
• Always block the view of the ATM keypad with your hand while entering your PIN. Never disclose your PIN to anyone, not event family.
• Avoid writing it down anywhere and commit it to memory.

Don’t accept help

• Never accept help from anyone at the ATM.
• Never disclose your PIN to anyone or get them to transact on your behalf. Do not count your cash in front of others.

Choose the right location

• Using a secured ATM is essential for your safety.
• Always use ATM machines during the day or at well-lit locations during the night.
• Avoid using an ATM after midnight or one that’s in a deserted place.

Stay alert

• Stay alert at all times while accessing an ATM and aware of your surroundings.
• Never Use any ATM that has suspicious protruding parts or unusual card readers or if you smell glue.

ATM never returned my card

• If you are utilizing an ATM and it kept your card contact the bank immediately via 1-246-431-4577 to have the card blocked.
• Send a secure message via Online Banking to have your card replaced.

Transaction Queries

If you did an ATM transaction and your account got debited but you never received the funds or you received some of the funds complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below.  Click here to access and download the Credit Card or Debit Card Dispute form.

Credit Card Dispute email – Cardservicesdepartment@firstcitizensbb.com

Visa Debit Card Dispute email – Cardservicesdepartment@firstcitizensbb.com

Point of Sale Security Tips

Stay alert

• Be vigilant at merchants never let your card out of your sight

• Use your card at merchants where the Point of Sale (POS) machine is always visible
• Do not provide any personal information to merchants other than your ID
• If your transaction was “declined” make sure you get a copy of the receipt
• Always leave with your card and receipt

Keep your PIN safe

• Never divulge your PIN to anyone, not even family.

• Cover your hand when entering your PIN at the point of sale terminal,
• Verify the transaction value prior to entering your PIN and finalizing your transaction

Transactions Alerts

• Log in to your Online Banking to review your account activity regularly. If there are transactions you do not recognize contact the bank immediately to have your card blocked and replaced. Send a secure message via Online Banking to have your card replaced.

Transaction Queries

• If you did a Point of Sales transaction and your account got debited twice or the transaction declined but you were still charged complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below.  Click here to access and download the Credit Card or Debit Card Dispute form.
• Credit Card Dispute email – Cardservicesdepartment@firstcitizensbb.com
• Visa Debit Card Dispute email – Cardservicesdepartment@firstcitizensbb.com