Verification | Self-Service Options | Card declines | Over the Phone | Systems |
---|---|---|---|---|
Standard/High
.What kind of verification do you need to cancel a debit card?
|
yes
Can a customer change their pin online?
|
Sassy, Cmse
Where can you check card declines?
|
Damaged card but still active
.In which scenario can a customer request an ATM card reissue?
|
Sassy
Where can we access the option to send a card via follow-up?
|
OTP
What is the verification needed to service an AF rejection?
|
Website only.
.Where can a customer switch their card connection?
|
D5
What rejection code appears when a customer has insufficient funds?
|
Nope
Can a customer service representative update a card pin?
|
Cmse
Where do we update the address if Ease does not populate the right address for mailing? |
No, High verification is needed.
Is it okay to switch a debit card connection with only standard verification?
|
yes
Can the card be activated on both the app and website?
|
It means the card is in a compromised status such as suspended
.What does AE decline signify?
|
Initial card for the account and first card for migrated account.
What specific scenario allows a representative to assist a customer with a pin?
|
Cmse
Which system is used to remove an AF rejection? |
Mailing address.
Status of previous card.
What do you need to verify when ordering a debit card?
|
No, online also.
Are we the only one's who can lock a customer's debit card?
|
Never
Are you able to change the card expiration date if that is the cause for the decline?
|
Only when the minor is of legal age (18).
Can we update a Money Card limit? |
Sassy
Which system is used to switch a debit card connection? |
Yes OTP/GOV ID
Do we need a specific kind of verification to send an expedited card to address changed within the last 10 days?
|
No, only in very specific cases can a NP remove the status.
.Can a customer remove a hot card status online or do they have to call?
|
1. D5
2. U 3.E 4. I and R
List some common card decline codes and what they stand for.
|
Yes
Is standard verification enough to inform the customer of the reason for card decline? |
Sassy, Cmse and Ease
.Where can we activate a card?
|