• 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.