Credit Card
Customer Support

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

A transaction can be disputed for any of the following reasons:-

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

Before initiating a claim, attempt to resolve the dispute with the merchant. If you do not receive a refund from the merchant or they are unable to resolve the dispute, you can download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com. Be sure to include any supporting documents you may have from your contact with the merchant.

If you notice an unauthorised transaction on your account, you should immediately report this to the Bank to block your card and secure your account. You also have the ability to block your card via the Bank’s Mobile Banking App card services “hotlist’ option. You are then required to complete and submit the dispute form to the Bank.

To submit a chargeback requestyou must download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com.

You must provide all relevant requested information and any supporting documents you may have from your contact with the merchant.

Upon receipt, you will receive an acknowledgment email informing you of the estimated timeframe within which the request would be completed.

The more information you provide to support your chargeback claim, will assist the Bank to be able to present your claim. In addition to the chargeback form, information in the form of invoices, receipts and evidence of conversations with the merchant e.g. online chat or emails are required.

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

The dispute form(s) must be completed and signed by the primary cardholder on whose credit card the disputed transaction was observed.

Transactions must be disputed within fourteen (14) calendar days from the date after an unfamiliar transaction is noticed. Register for the Bank’s Online and Mobile Banking and email notification alerts to monitor your account in real time.

Based on card brand rules, the maximum number of transactions that can be disputed in any given submission is thirty five (35).

An email can be sent to Credit.Card_Chargebacks@firstcitizenstt.com to inquire on the status of a chargeback request

There is no fee for disputing a transaction. However, upon investigation, if the disputed transactions is found to have been conducted by the customer, a fee of TT$50.00 will be applied for every disputed transaction.  

The value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, the chargeback will cover the remaining amount of the original transaction only.

When you make a chargeback claim, the Bank will request a refund from the merchant on your behalf. There is no guarantee that the merchant will agree to the request or that the Bank will be able to recover the money.

With a refund, 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.

Your card will only be blocked and replaced if your dispute is submitted for an unauthorised transaction.

No, based on the card brand rules and regulations there are no dispute rights for transactions authorized using the card’s PIN for cards with Chip & PIN technology.  

MasterCard) rules. While there is no guarantee that the Bank will recover the money through the chargeback process, all claims received are assessed and feedback provided by the Bank. 

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.

• 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.

Your First Citizens Credit Card will carry both Chip and PIN technology plus the magnetic stripe technology, so that your card will be accepted in essence at all point of sale machines and ATMs worldwide.

The magnetic stripe technology is and continues to be very secure. The Chip and PIN technology simply moves to make an already very safe payment system even more secure.

First Citizens, as part of its core credit card operations, currently protects and will continue to diligently protect our cardholders from fraud via our 24/7 credit card monitoring service, whether the card carries magnetic stripe technology only or if it carries magnetic stripe technology plus the Chip and PIN technology.

The Chip and PIN technology is the new technology in the payments world, mandated by the international payments associations VISA and MasterCard International. 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.

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 difference that the Chip and PIN technology brings is in how your credit card transaction is processed.

The processing of a purchase transaction depends on whether the merchant’s point of sale machine is chip enabled or non chip enabled. In Trinidad and Tobago and internationally, there are merchants with chip enabled machines and merchants with non chip enabled point of sale machines. Similarly, there are also chip enabled and non chip enabled ATM machines.

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.

Eventually all merchants worldwide will be using Chip Enabled point of sale machines. Currently the technology is more dominant in Europe but is on the way to becoming the accepted technology worldwide, as this is the mandate of both VISA and MasterCard International.

To ensure a smooth customer experience, Banks which issue credit cards, including First Citizens, will offer credit cards with both magnetic stripe and Chip and PIN technology, so that customers can pay at both Chip Enabled and Non Chip Enabled point of sale machines.

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, similar to how a Debit Card transaction is done. 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, the merchant will be prompted to remove the card, will receive the sales slip and will provide the customer with his/her copy.

Please note that the card is inserted in the point of sale machine at the start of the transaction and left there for the duration of the transaction. Removal of the card during the transaction will terminate the transaction.

Withdrawals at chip enabled ATMs require the input of the PIN, as is customary.

A purchase at a merchant with a non chip enabled point of sale machine will be processed using the swipe and sign process i.e. the card is swiped and the customer signs the receipt, which is the norm for credit card purchase transactions in Barbados at this time.

Withdrawals at non chip enabled ATM require the input of the PIN, as is customary.

Yes. Even though we refer to the credit card as the “First Citizens Credit Card with Chip and PIN technology” please note that the card also carries the magnetic stripe technology.

The magnetic stripe technology allows the cardholder to do a purchase transaction at a merchant whose point of sale machine is not chip enabled. In this scenario, the cardholder will be required to sign the sales receipt and so his signature on the sales receipt will be compared to the signature on (i) the back of the credit card as well as (ii) the form of picture identification presented.

Your PIN is required to process purchase transactions at chip enabled point of sale machines as well as for cash withdrawals at chip and non chip enabled ATMs.

Therefore your PIN has now become even a more central security element for your purchase transactions, similar to how you process Debit Card transactions. Whilst a sizeable number of point of sale machines in Barbados may be non chip enabled, it is strongly recommended that you remember your PIN, as you never know when you will interact with a chip enabled point of sale machine, either locally or internationally.

Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.

There are no additional fees. All fees remain unchanged.

Chip & PIn technology is also available with the Debit Cards

You earn Cash Back for every purchase made with your Credit Card at a rate of 0.80% of the value of each transaction. In the case of corporate Credit Cards, with every international purchase, a rate of 0.40% is earned.

Rewards are credited directly to your Credit Card every month based on your Credit Card statement date.

You can view your Cash Back earned via your Credit Card statement.

Cash Back is a direct credit to your Credit Card, whilst Bonus Points were issued in the form of a certificate and received via post.

Key differences

– Quicker access to your Rewards
– Paper-less and hassle-free
– The Cash Back credit reduces your outstanding balance
– You can shop at any merchant – locally or internationally

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.

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

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.

The Contactless icon (see below) will be displayed on the merchant’s machine.

Each transaction is assessed “individually” and you will be prompted if you’re required to enter your Pin.

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

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.

The conversion of credit card accounts and all credit cards on the account to Chip and PIN technology will be triggered by the earliest expiry date of any card on the account, whether it is the primary card or any additional card.

As such, you will receive your First Citizens Credit Card with Chip and PIN technology upon the renewal of the card with the earliest renewal date on the credit card account.

As per usual, the primary cardholder who is the owner of the account will be contacted in writing to collect the renewed credit card/s which will be sent to your branch of choice, as recorded on our files.

Note: VISA Platinum and VISA Signature credit cards have already been converted from magnetic stripe technology to Chip and PIN technology and so the above does not apply to these customers.

Please refer to the answer to Question 1 above.

Upon renewal, each card will be renewed for 3 years.

Yes, your current First Citizens Credit Card, with magnetic stripe technology can continue to be safely used at merchants and ATMs worldwide.

As previously noted in Question 1, the Bank’s approach to converting existing credit cards to Chip and PIN cards is based upon the earliest renewal date of a credit card on the account.

We do understand that there may be exceptional circumstances, i.e. specifically travel to Europe, and advise that if such a situation arises, you would be required to provide a written request to the Credit Card Centre, 1st Fl, 62 Independence Square, Port of Spain.

This can be done via any First Citizens branch or via the Secure Message option of the First Citizens Online Banking Service. The Credit Card Centre must receive this request two (2) weeks prior to the travel departure date.

Each credit card account will be converted to Chip and PIN technology based on the earliest renewal date on a card on the credit card account. The current magnetic stripe technology First Citizens credit card can continue to be used worldwide, where VISA and MasterCard credit cards are accepted.

The current PIN in your possession will work with your First Citizens Credit Card with Chip and PIN technology.

If you cannot remember or otherwise need a PIN please submit a written request to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service. The standard fee for a replacement PIN will apply.

The requested PIN will be sent to your branch of choice, as recorded on our files.

Your PIN is required to process purchase transactions at chip-enabled point of sale machines as well as for cash withdrawals at chip and non-chip enabled ATMs.

Therefore your PIN has now become even a more central security element for your purchase transactions, similar to how you process LINX transactions. Whilst a sizeable number of point of sale machines in Trinidad and Tobago may be non-chip enabled, it is strongly recommended that you remember your PIN, as you never know when you will interact with a chip-enabled point of sale machine, either locally or internationally.

Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.

Yes, as per usual, each cardholder receives an individual PIN, which should be known only to the cardholder. The primary cardholder can request and collect PINS on and behalf of all the cardholders on the account.

Kindly advise if PINs are required for each cardholder via a written request to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service.

No, the same PIN is used in all instances, for purchases and cash advances.

No, the process for doing online purchases remains unchanged. However, as per usual, the expiry date of the credit card is critical to a successful online purchase transaction and so, this information should be updated when you receive your renewed First Citizens Credit Card with Chip and PIN technology.

For your safety, once you receive your First Citizens Chip and PIN Credit Card, you will be required to hand in your magnetic stripe card for destruction.

The sole fee which may apply is the cost of a replacement PIN if the cardholder requests same. There are no additional fees.

The current process to handle lost or stolen credit card applies. You are required to immediately report the loss via 62-FIRST (623-4778) locally or to VISA/ MasterCard if abroad at the numbers at the back of your card. Keep those numbers sate at all times.

The lost/stolen credit card will be disabled and you will be provided with a new credit card and PIN at your branch of choice. Standard charges for lost/stolen cards will apply.

No, the chargeback/dispute process remains unchanged.

If the chip is damaged, please submit a written request for a replacement card to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service.

Please note though that your card will continue to work at non-chip enabled merchants, which process purchases based on the magnetic stripe rather than the chip.

The Bank continues to use its best efforts to address the foreign currency requirements of our customers and limits will be adjusted based on the availability of foreign currency. Your Credit Card continues to offer you the convenience of personal shopping both at home and abroad and access to online shopping and e-commerce. Your ability to conduct foreign currency transactions has always been and will continue to be, subject to the availability of foreign currency.

Yes, you may request, for consideration, the ability to make additional international purchases on your Credit Card. Please submit your request via your home Branch, Commercial Officer or Corporate Banking Officer or contact Contract Centre at 62-FIRST (623-4778) or email us at easybanking@firstcitizenstt.com. Your requests will be logged and the respective representative will contact you on the status of your request.

Considerations on spend are provided on a case-by-case basis and will apply to urgent transactions, particularly related to medical and educational needs. You are required to notify the Credit Card Centre to facilitate this payment. You may also be required to provide supporting documentation such as invoices. Requests are to be submitted in-person to the Credit Card Centre or via email addressed to the Contact Centre at enquiries@firstcitizenstt.com.

Yes, for your safety and convenience, you can access up to $880 US for the day which will be reset every five (5) days until your Foreign Currency limit is exhausted.

Your Credit Card limit remains fully accessible in TTD currency while the foreign currency limit is in accordance with the limits outlined in Table 1 above. 

The Bank reviews the foreign currency limit periodically and customers will be advised in a timely manner of any adjustments.

This change will come into effect on September 10, 2021, in keeping with the September 2021 billing cycle.

Periodically, the Bank reviews the foreign currency limits and this may, at times, result in adjustments to customer limits.