Disputes | National Commercial Bank

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.

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.

The NCB Virtual card is a free, secure and easy way to conduct purchases using a digital card instead of a physical card online or in-store by adding it to the NCB Pay Mobile wallet – our new digitized payment solution that allows secure and easy payment at any point of sale (POS) machine from your phone.

The NCB Virtual card offers a seamless application process issuing your card almost instantly without visiting a branch. Your card is stored on your smartphone, so you can conduct transactions online or in-store without having to use a physical card.

Yes, it is! Your virtual card has an added layer of security which encrypts the sensitive card information and only displays the token or digitized account number to the merchant.

Simple to activate and use for online purchases right away. Add it to your NCB Pay Mobile Wallet for immediate use at any POS machine in-store.
An added layer of security as you will be able to make purchases without using your physical card number.
Hassle-free online and in-store shopping experiences, no need to pull out your physical card.

A virtual card is issued online within 24 hours after your request. You will receive a notification to advise you on how to access your card.
Activate immediately by visiting managemycard.jncb.com or calling 876 936-4228 as you would for a physical card so that you may start enjoying the benefits.
You can then proceed to add your virtual card to your Internet Banking profile, your NCB Pay wallet which will facilitate in-store NFC transactions. You can also proceed to carry out online purchases from your favourite websites.
Transactions conducted using your virtual card will be displayed on your usual monthly statement and becomes expired at the same time as your physical card.
Card-related requests such as requesting a refund from your merchant will require the presentation of your physical card and follow the same process as requesting refunds with your physical card.

A dispute is raised by a cardholder for various reasons. This may be due to:

Fraud - You saw an unfamiliar charge
Other Disputes - Your credit card was charged but experienced issues with the goods or service. Example - goods not received, defective or incorrect amount charged.

The two types of disputes are Fraud and Other Disputes. Please note the steps that are usually followed in both cases.

Proceed to 'Create a New Dispute' tab carrying out any of the following:
- Reply to the transaction text using the keyword
- Proceed to 'Create a New Dispute' tab via Manage My Card portal and follow the instructions
- Contact NCB Customer Care here
Proceed to 'Create a New Dispute' tab
After submitting your dispute a replacement card will be prepared and sent to you within 3-5 business days. A provisional credit will also be applied to your account within ten (10) business days.
As stipulated by Visa/ Mastercard, NCB will investigate and return the disputed charge to the merchant and allow the merchant the opportunity to provide compelling evidence if they wish to contest the cardholder's dispute(the merchant has 30 days to do so after the charge is returned to them).
If the charge is contested by the merchant they will provide the evidence supporting their reason(s). NCB will then contact the cardholder to share the information provided by the merchant and to request a rebuttal letter if the cardholder is still disputing the transaction. If after reviewing the merchant’s documentation, the cardholder is no longer disputing the charge or if the cardholder fails to submit a rebuttal letter within the specified time (as advised by NCB representative, usually 7 days), this will result in a reversal of provisional credit previously applied to account.
Once a rebuttal letter is submitted by the cardholder the charge will be returned to the merchant along with advisement that the cardholder is still disputing transaction.
If the merchant fails to accept the disputed charge, the case can be escalated to Visa/ Mastercard for a final decision. The cardholder must note that in these instances the losing party will be liable for the disputed transaction and will also be expected to pay an arbitration fee levied by Visa/MasterCard of US$500.

Once a cardholder has engaged in a transaction with a merchant, but due to an issue experienced with goods or services provided the cardholder seeks reimbursement from merchant, the transaction can be disputed.
We strongly advise that you first attempt to resolve the issue with merchant prior to raising the dispute.
Submitted via the Manage My Card portal and proceed to ‘Create New Dispute’ tab and select the appropriate dispute reason.
After submitting the dispute, a provisional credit will be applied to the cardholder’s account within ten (10) business days.
As stipulated by Visa/ Mastercard, NCB will investigate and return the disputed charge to the merchant and allow the merchant the opportunity to provide compelling evidence if they wish to contest the cardholder’s dispute (merchant has 30 days to do so after the charge is returned to them)
If the charge is contested by the merchant they will provide evidence supporting their reason. NCB will then contact the cardholder to share the information provided by the merchant and request a rebuttal letter if the cardholder is still disputing the transaction. If after reviewing the merchant’s documentation the cardholder is no longer disputing the charge, or if the cardholder fails to submit a rebuttal letter within the specified time (as advised by NCB representative, usually 7 days), this will result in a reversal of the provisional credit previously applied to their account.
Once a rebuttal letter is submitted by the cardholder the charge will be returned to the merchant along with advisement that the cardholder is still disputing transaction(s).
If the merchant refuses to accept the disputed charge, the case can be escalated to Visa/ Mastercard for a final decision. In these instances, the losing party will be liable for the disputed transaction(s) and will also be charged an arbitration fee levied by Visa/MasterCard of US$500.

How Disputes Work?