A cardholder is a customer that owns the credit card used to facilitate credit card transactions.
A merchant is the provider of goods and services that accepts credit cards as a means of payment.
This occurs when the acquirer (Merchant) refutes or returns the Dispute request by
providing documentation to substantiate the charge.
A Pre Arbitration or Second Presentment is the final chance an Acquirer
(Merchant) has to resolve a dispute with the Issuer (Card Holder) before
it is escalated to Visa or MasterCard for them to make a FINAL ruling on the case.
An Arbitration is the final stage of the Dispute process. If the Issuer (Cardholder)
is unable to resolve the dispute with the acquirer (Merchant) then a case is filed with
Visa/MasterCard to decide which party is responsible or liable for the disputed transaction(s).
This decision is final and must be accepted by both parties.
A provisional credit is the interim reversal of a transaction,
pending the outcome of an investigation. The transaction
can be re-applied based on the finding of the investigation.
The Dispute request should be raised within 100 days of the transaction.
The Provisional Credit will be applied to the customer’s account and held for 10 days days pending the outcome of our investigations.
Generally, the Provisional Credit will be released after 10 days. However, the hold can be extended based
on the outcome of our investigations.
Yes, you may update your contact information my using the Update Contact Information feature to change your cell phone number, email address or mailing address using RSA verification.
These Fees are ONLY applied if it is found that the Card holder is at fault.
Research fee on non-Jamaican Currency transactions– US$25.00.
Research fee on Jamaican Currency transactions– JA$ 850.00.
US$500 arbitration/compliance fees
To report your card lost, stolen, not received or damaged click on the "Request a Replacement Card” tab and complete the form.
If you still need to speak to a customer care representative Click Here
for a list of all emergency contact numbers.
Stolen or damaged cards do not attract replacement fees.
However, fees associated with replacement of lost card are product specific and
in accordance with existing schedule of rates and charges.
Cards reported lost, stolen, not received or damaged are immediately replaced and dispatched for collection
within three (3) working days from the post office.
Cards reported lost, stolen, not received or damaged are immediately replaced and subsequently
dispatched for collection. Therefore, due care must be taken prior to
making report as this cannot be cancelled after submission if card is
found
Select block or unblock a card tab and click the button
on the appropriate card. For unblocking card, your RSA
Token is required. If you still need to speak to a
customer care representative
Click Here for a list of all
emergency contact numbers.
To block a card means that a temporary restriction is place
on the card to prevent any further transaction authorization.
However, this does not prevent applicable card fees and charges
from being generated and monthly payment required.
Your card can be unblocked at any time you choose using RSA Token.
However, to facilitate further usage, temporary blocked should be removed
as soon as possible.
RSA Token should be reset or you may contact a customer care
representative
Click Here
for a list of all emergency contact numbers.
A dispute is a complaint filed by a cardholder regarding a transaction posted on his/ her credit card account.
The dispute is a transaction reversal meant to serve as a form of consumer protection from unauthorised
transactions on credit cards, which can be committed by both merchants and individuals.
For unfamiliar transactions (fraud), you may start the process by replying to the transaction text alert which will automatically block your card from any further attempts. Then you proceed to the Create new Dispute tab and follow the steps provided.
Other types of disputes which are not classified as fraud considering that the transaction would be known to you, kindly proceed to the Create new Dispute tab and follow the steps provided.
You may immediately proceed to create a dispute using the Create New Dispute tab and follow the steps provided.
Yes, in replying you should type the keyword just as is.
Yes. After 24 hours, the reply feature with the specific keyword will no longer be valid. If you have not responded within 24 hours, kindly proceed to the Create new Dispute tab and follow the steps provided or call Customer Care for assistance.
You will receive a second text confirming that your card has been blocked and a replacement card sent to your address. You will then be required to proceed to create the dispute as soon as possible.
An email will be sent to you upon receipt of the request and another once the transaction has been processed by the merchant. You can also view the Track your Dispute for updates.
Yes, if after 14 days the merchant has not settled, the request can be cancelled, however you may attempt to raise the dispute via the portal once the merchant settles.
Yes, you may update your contact information my using the “Update Contact Information” feature to change your cell phone number, email address or mailing address using RSA verification.
This could be numerous reasons, you may need to ensure you have credit to send a text, or you may have replied after 24 hours or there could have been a telecom network or system failure at the time. Please immediately, visit the Create new Dispute tab and proceed to raise your dispute or call our Customer Care to assist in creating the dispute.
If there are no keyword included in your purchase or decline text alert, it could mean that the mobile number we have on records for you is an international number. In this case, you would be required to proceed to Create new Dispute or call Customer Care here for assistance to create the dispute.
No the reply feature will be functional only on local mobile numbers (area code 876, 658). Cardholders with International numbers will be required to visit the managemycard.jncb.com, select Create new Dispute tab and follow the instructions.
NCB FlexiPay instalment plan allows NCB personal credit card customers to convert credit card purchases of J$50,000 (or US$300) or more into smaller repayments of fixed monthly instalments. Cardholders may opt for a repayment term of three (3), six (6) or twelve (12) months at agreed interest rates as low as 0%.
Yes. There is one time, fixed processing fee of J$2,500 or US$20 (inclusive of GCT) on credit cards denominated in JMD and USD respectively. The fee is applied immediately to all NCB FlexiPay instalment plans upon conversion.
The NCB FlexiPay instalment plan is available to all personal credit card customers who meet the following criteria:
Has maintained the credit card for at least 6 months
No delinquency in the last 6 months
Account is in good standing
Must be the primary cardholder
Before a transaction is converted, it must meet the following criteria:
Purchase must be posted to the account before the next statement date.
Transaction must be greater than or equal to J$50,000, US$300.
Credit card account must be in good standing.
Purchases made at Government agencies such as Jamaica Customs or Tax Administration Jamaica cannot be converted to NCB FlexiPay.
A transaction must be posted to the account, prior to being placed on the NCB FlexiPay instalment plan. This means that the merchant must have settled their machine. This may take anywhere from 1 to 3 business days after the purchase.
Yes. The minimum single receipt purchase amount to qualify is J$50,000 and US$300 for credit cards denominated in JMD and USD respectively.
Yes. Only one (1) purchase may be converted using NCB FlexiPay at any given time. However, upon closing one, a new purchase may be converted.
Once the transaction is posted to the credit card account, it may be placed on an NCB FlexiPay instalment plan using the following channels:
Website – Customers may visit www.jncb.com/flexipay and complete the request form available. A confirmation call will be made to the cardholder within 24 business hours. Note: Requests submitted on the weekend or public holidays will be acknowledged on the following business day.
NCB Customer Care Centre (CCC) – Customers may call 888 622 3477 to have an NCB FlexiPay Specialist perform the necessary conversion and advise of the monthly payment options.
Yes. The credit card statement will reflect the transaction amount, fixed month payment, interest rate and the number of instalments left to be paid.
The monthly instalment amount will form a part of the minimum payment which must be paid in full, on or before your due date to remain in good standing. If this amount is not paid by the due date, the instalment arrangement would have been forfeited and the transaction would be converted to the regular interest rate on the credit card. A late payment fee will be applied on the next statement and the card restricted based on the length of time the amount remains unpaid.
Like any other purchase, transactions placed on the NCB FlexiPay instalment plan will reduce the available credit limit by the purchase amount. Your available credit limit will be replenished by the principal portion of each payment as the total amount due is made each month.
Yes. However, a cancelled plan will attract the interest which was calculated for the duration of the plan. To cancel a plan, please call our 24-hour Customer Care Centre at 888-NCB-FIRST and an NCB FlexiPay specialist will be happy to assist.
NCB FlexiPay instalment monthly payments are included in the minimum payment and amount due and will be placed on each credit card statement commencing on the first statement generated after the initiation of an NCB FlexiPay instalment plan.
You can view the full FlexiPay terms and conditions here
Manage Your Card
Anytime, Anywhere
Dispute unknown transactions, request a replacement for cards,
set up FlexiPay and more.
