Credit Card Customer Support

A chargeback is a claim submitted by a cardholder to dispute the legitimacy of a transaction charged and posted to his/her credit card account.

A transaction can be disputed for any of the following reasons:-

• Goods Not Received
• Duplicate transaction
• Unauthorised (fraudulent)
• Difference In Amounts
• Cash Not Received
• Credit Not Received
• Service Cancelled
• Paid by alternate means
• Service not Received
• Declined but Still Charged

Before initiating a claim, attempt to resolve the dispute with the merchant. If you do not receive a refund from the merchant or they are unable to resolve the dispute, you can download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com. Be sure to include any supporting documents you may have from your contact with the merchant.

If you notice an unauthorised transaction on your account, you should immediately report this to the Bank to block your card and secure your account. You also have the ability to block your card via the Bank’s Mobile Banking App card services “hotlist’ option. You are then required to complete and submit the dispute form to the Bank.

To submit a chargeback requestyou must download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com.

You must provide all relevant requested information and any supporting documents you may have from your contact with the merchant.

Upon receipt, you will receive an acknowledgment email informing you of the estimated timeframe within which the request would be completed.

The more information you provide to support your chargeback claim, will assist the Bank to be able to present your claim. In addition to the chargeback form, information in the form of invoices, receipts and evidence of conversations with the merchant e.g. online chat or emails are required.

According to both Visa and MasterCard Regulations, the process can be completed and the dispute resolved within a minimum of ten (10) weeks to a maximum of six (6) months.

The dispute form(s) must be completed and signed by the primary cardholder on whose credit card the disputed transaction was observed.

Transactions must be disputed within fourteen (14) calendar days from the date after an unfamiliar transaction is noticed. Register for the Bank’s Online and Mobile Banking and email notification alerts to monitor your account in real time.

Based on card brand rules, the maximum number of transactions that can be disputed in any given submission is thirty five (35).

An email can be sent to Credit.Card_Chargebacks@firstcitizenstt.com to inquire on the status of a chargeback request

There is no fee for disputing a transaction. However, upon investigation, if the disputed transactions is found to have been conducted by the customer, a fee of TT$50.00 will be applied for every disputed transaction.  

The value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, the chargeback will cover the remaining amount of the original transaction only.

When you make a chargeback claim, the Bank will request a refund from the merchant on your behalf. There is no guarantee that the merchant will agree to the request or that the Bank will be able to recover the money.

With a refund, the merchant accepts responsibility for refunding you directly, without the need to make a claim through the Bank. You should always request a refund from the merchant first before making a chargeback claim.

Your card will only be blocked and replaced if your dispute is submitted for an unauthorised transaction.

No, based on the card brand rules and regulations there are no dispute rights for transactions authorized using the card’s PIN for cards with Chip & PIN technology.  

MasterCard) rules. While there is no guarantee that the Bank will recover the money through the chargeback process, all claims received are assessed and feedback provided by the Bank. 

You earn Cash Back for every purchase made with your Credit Card at a rate of 0.80% of the value of each transaction. In the case of corporate Credit Cards, with every international purchase, a rate of 0.40% is earned.

Rewards are credited directly to your Credit Card every month based on your Credit Card statement date.

You can view your Cash Back earned via your Credit Card statement.

Cash Back is a direct credit to your Credit Card, whilst Bonus Points were issued in the form of a certificate and received via post.

Key differences

– Quicker access to your Rewards
– Paper-less and hassle-free
– The Cash Back credit reduces your outstanding balance
– You can shop at any merchant – locally or internationally

This feature allows you to simply ‘tap-and-go! The terminal and card communicate using Near Field Communication (NFC) technology which allows you to tap your card over the merchant’s point-of-sale device to make a payment instead of inserting the card.

Contactless technology brings you added convenience when making payments. With just a tap, you can make quick and secure payments.

Once the merchant point of sale device is enabled with Contactless technology, you can tap or wave your card 2 inches over the device to make a payment.

The Contactless icon (see below) will be displayed on the merchant’s machine.

Each transaction is assessed “individually” and you will be prompted if you’re required to enter your Pin.

Contactless uses the same secure and robust technology as Chip & PIN.
When making a payment via Contactless, your personal card information is protected.

First Citizens offers Email Alert Service which delivers convenient, fast and secure real-time notifications. Each notification will provide you with a brief transaction description that includes the merchant’s name, the transaction status (whether approved or declined), transaction value and your real-time available card balance.

The conversion of credit card accounts and all credit cards on the account to Chip and PIN technology will be triggered by the earliest expiry date of any card on the account, whether it is the primary card or any additional card.

As such, you will receive your First Citizens Credit Card with Chip and PIN technology upon the renewal of the card with the earliest renewal date on the credit card account.

As per usual, the primary cardholder who is the owner of the account will be contacted in writing to collect the renewed credit card/s which will be sent to your branch of choice, as recorded on our files.

Note: VISA Platinum and VISA Signature credit cards have already been converted from magnetic stripe technology to Chip and PIN technology and so the above does not apply to these customers.

Please refer to the answer to Question 1 above.

Upon renewal, each card will be renewed for 3 years.

Yes, your current First Citizens Credit Card, with magnetic stripe technology can continue to be safely used at merchants and ATMs worldwide.

As previously noted in Question 1, the Bank’s approach to converting existing credit cards to Chip and PIN cards is based upon the earliest renewal date of a credit card on the account.

We do understand that there may be exceptional circumstances, i.e. specifically travel to Europe, and advise that if such a situation arises, you would be required to provide a written request to the Credit Card Centre, 1st Fl, 62 Independence Square, Port of Spain.

This can be done via any First Citizens branch or via the Secure Message option of the First Citizens Online Banking Service. The Credit Card Centre must receive this request two (2) weeks prior to the travel departure date.

Each credit card account will be converted to Chip and PIN technology based on the earliest renewal date on a card on the credit card account. The current magnetic stripe technology First Citizens credit card can continue to be used worldwide, where VISA and MasterCard credit cards are accepted.

The current PIN in your possession will work with your First Citizens Credit Card with Chip and PIN technology.

If you cannot remember or otherwise need a PIN please submit a written request to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service. The standard fee for a replacement PIN will apply.

The requested PIN will be sent to your branch of choice, as recorded on our files.

Your PIN is required to process purchase transactions at chip-enabled point of sale machines as well as for cash withdrawals at chip and non-chip enabled ATMs.

Therefore your PIN has now become even a more central security element for your purchase transactions, similar to how you process LINX transactions. Whilst a sizeable number of point of sale machines in Trinidad and Tobago may be non-chip enabled, it is strongly recommended that you remember your PIN, as you never know when you will interact with a chip-enabled point of sale machine, either locally or internationally.

Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.

Yes, as per usual, each cardholder receives an individual PIN, which should be known only to the cardholder. The primary cardholder can request and collect PINS on and behalf of all the cardholders on the account.

Kindly advise if PINs are required for each cardholder via a written request to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service.

No, the same PIN is used in all instances, for purchases and cash advances.

No, the process for doing online purchases remains unchanged. However, as per usual, the expiry date of the credit card is critical to a successful online purchase transaction and so, this information should be updated when you receive your renewed First Citizens Credit Card with Chip and PIN technology.

For your safety, once you receive your First Citizens Chip and PIN Credit Card, you will be required to hand in your magnetic stripe card for destruction.

The sole fee which may apply is the cost of a replacement PIN if the cardholder requests same. There are no additional fees.

The current process to handle lost or stolen credit card applies. You are required to immediately report the loss via 62-FIRST (623-4778) locally or to VISA/ MasterCard if abroad at the numbers at the back of your card. Keep those numbers sate at all times.

The lost/stolen credit card will be disabled and you will be provided with a new credit card and PIN at your branch of choice. Standard charges for lost/stolen cards will apply.

No, the chargeback/dispute process remains unchanged.

If the chip is damaged, please submit a written request for a replacement card to the Credit Card Centre, First Citizens Bank, 1st Fl, 62 Independence Square, Port of Spain or through the Secure Message option of the First Citizens Online Banking Service.

Please note though that your card will continue to work at non-chip enabled merchants, which process purchases based on the magnetic stripe rather than the chip.

The Bank continues to use its best efforts to address the foreign currency requirements of our customers and limits will be adjusted based on the availability of foreign currency. Your Credit Card continues to offer you the convenience of personal shopping both at home and abroad and access to online shopping and e-commerce. Your ability to conduct foreign currency transactions has always been and will continue to be, subject to the availability of foreign currency.

Yes, you may request, for consideration, the ability to make additional international purchases on your Credit Card. Please submit your request via your home Branch, Commercial Officer or Corporate Banking Officer or contact Contract Centre at 62-FIRST (623-4778) or email us at easybanking@firstcitizenstt.com. Your requests will be logged and the respective representative will contact you on the status of your request.

Considerations on spend are provided on a case-by-case basis and will apply to urgent transactions, particularly related to medical and educational needs. You are required to notify the Credit Card Centre to facilitate this payment. You may also be required to provide supporting documentation such as invoices. Requests are to be submitted in-person to the Credit Card Centre or via email addressed to the Contact Centre at enquiries@firstcitizenstt.com.

Yes, for your safety and convenience, you can access up to $880 US for the day which will be reset every five (5) days until your Foreign Currency limit is exhausted.

Your Credit Card limit remains fully accessible in TTD currency while the foreign currency limit is in accordance with the limits outlined in Table 1 above. 

The Bank reviews the foreign currency limit periodically and customers will be advised in a timely manner of any adjustments.

This change will come into effect on September 10, 2021, in keeping with the September 2021 billing cycle.

Periodically, the Bank reviews the foreign currency limits and this may, at times, result in adjustments to customer limits.

MasterCard ID Check is a service offered by First Citizens to our MasterCard credit cardholders which strengthens the security of and confidence in online shopping with your First Citizens credit card.

The MasterCard ID Check service strengthens the security of your First Citizens online shopping experience by capturing key data elements during your online shopping. This information is then utilized to analyze and trend customer behaviour to authenticate your online purchase.

When you shop online at participating merchant sites you will see the MasterCard ID Check badge.          

Whether you’re using a desktop, mobile or other digital device, you may be guided through an additional check to verify your identity. This helps the bank know you’re really you, and it better protects you from fraud.

This service helps make shopping online more secure by protecting against unauthorized use of your MasterCard.

The MasterCard ID Check service provides enhanced security and confidence for your online purchases.

Through this service, you have an added layer of protection that helps reduce the unauthorized use of your MasterCard while shopping online. This service helps the bank know you’re really you and most importantly it helps to protect you from fraud.

No Hassle, No inconvenience. No Enrolment – No Confirmation – No Purchase. Only Peace of Mind. And it is FREE of charge.

First Citizens MasterCard cardholders are automatically enrolled for the service when you complete an online transaction.

• In situation (i) your transaction would be declined however,
• In situation (ii) and (iii) you would not be required to take any action. You can proceed with your online shopping.

Yes. This service was designed for both MasterCard credit and prepaid cards when shopping online.

This service automatically works at checkout with participating merchants. Remember, there is no need to download anything, install software or register your account to get this added layer of protection. When using this service, you may occasionally be prompted at checkout to verify your identity, but this is to ensure you are you and protect you from fraud.

As you complete the transaction, you may be prompted to verify your identity if additional authentication is required. It’s important to take special precautions when shopping online. This extra verification step helps ensure the person using your card is you.

You will receive a one-time passcode to your email on file. If you encounter this extra step, simply follow the instructions on your screen to verify your identity.

No. Although the MasterCard Secure Code name is no longer in use, the same technology is in place to help protect you. In fact, this service was enhanced to make transactions more secure and the user experience more seamless.

This service is free to all First Citizens MasterCard cardholders.

• All cardholders are automatically enrolled for the service upon completion of an online transaction. Enrollment into this service strengthens the security of your online transactions at 3D Secure Merchants.
• Enrollment is completed per card.

All of your First Citizens MasterCard credit cards would be enrolled for this service. There is no limit.

No enrollment, No Confirmation, No Purchase. You enjoy enhanced security and confidence in your online purchases.