- 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
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
- 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.
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.
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.
