Credit Card Security Tips
Help us protect you by following some simple guidelines as you go about your everyday life with your First Citizens credit cards.
Credit Card Safety Tips
ATM Security Tips
Keep your PIN a secret
- Your PIN is the most valuable security measure when you access your account through an ATM, so make sure you keep it a secret.
- Always block the view of the ATM keypad with your hand while entering your PIN. Never disclose your PIN to anyone, not event family.
- Avoid writing it down anywhere and commit it to memory.
Don’t accept help
- Never accept help from anyone at the ATM.
- Never disclose your PIN to anyone or get them to transact on your behalf. Don’t count your cash in front of others.
Choose the right location
- Using a secured ATM is essential for your safety.
- Always use ATM machines during the day or at well-lit locations during the night.
- Avoid using an ATM after midnight or one that’s in a deserted place.
Stay alert
- Stay alert at all times while accessing an ATM and aware of your surroundings.
- Never use any ATM that has suspicious protruding parts or unusual card readers or if you smell glue.
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for ATM transactions.
ATM never returned my card
- If you are utilizing an ATM and it kept your card contact the bank immediately via 62-First to have the card blocked.
- You can also block your card via the bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced.
Transaction Queries
If you did an ATM transaction and your account got debited but you never received the funds or you received some of the funds complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
Point of Sale Security Tips
Stay alert
- Be vigilant at merchants never let your card out of your sight
- Use your card at merchants where the Point of Sale (POS) machine is always visible
- Do not provide any personal information to merchants other than your ID
- If your transaction was “declined” make sure you get a copy of the receipt
- Always leave with your card and receipt
Keep your PIN safe
- Never divulge your PIN to anyone, not even family
- Cover your hand when entering your PIN at the Point of Sale terminal
- Verify the transaction value prior to entering your PIN and finalizing your transaction
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for Point of Sale transactions
- Log in to your Online Banking or Mobile Banking to review your account activity regularly. If there are transactions that you do not recognize contact the Bank immediately to have your card blocked and replaced. You can also block your card via the Bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced
Transaction Queries
- If you conducted a Point of Sales transaction and your account was debited twice or the transaction declined but you were still charged, complete the Credit Card or Visa Debit Card dispute form and submit it to the Bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
- Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
- Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
First Citizens Credit Cards with Chip and PIN technology
What is a Chip and PIN credit card?
A credit card with Chip and PIN technology contains an encrypted embedded microchip, which stores data more securely and strongly reduces the possibility of fraud. The security of this technology automatically creates an enhanced customer experience.
What are the benefits of Chip and PIN credit cards?
- Guaranteed international acceptance at merchants including those in the UK and Europe.
- Increased protection against lost, stolen or counterfeit card fraud through the ability of the chip to securely store and process data.
- Additional layer of security when Chip and PIN credit card is used at a Chip and PIN point of sale terminal/merchant. In this scenario, the customer is required to input his/her PIN, which he/she alone should know.
Will my First Citizens Credit Card no longer have a magnetic stripe then?
Your First Citizens Credit Card will carry both Chip and PIN technology plus the magnetic stripe technology, so that your card will be accepted in essence at all point of sale machines and ATMs worldwide.
Does this mean that the magnetic stripe technology, which is currently on the back of my First Citizens credit card, is not secure?
The magnetic stripe technology is and continues to be very secure. The Chip and PIN technology simply moves to make an already very safe payment system even more secure.
First Citizens, as part of its core credit card operations, currently protects and will continue to diligently protect our cardholders from fraud via our 24/7 credit card monitoring service, whether the card carries magnetic stripe technology only or if it carries magnetic stripe technology plus the Chip and PIN technology.
Can a First Citizens Credit Card with Chip and PIN technology be compromised?
The Chip and PIN technology is the new technology in the payments world, mandated by the international payments associations VISA and MasterCard International. To date, in line with the benefits of the technology, we are not aware of situations where credit cards with the Chip and PIN technology have been compromised. If that unlikely scenario occurs, then the situation will be handled in line with the rules as prescribed by VISA and MasterCard International.
How will my First Citizens Chip and PIN Credit Card work?
Your First Citizens Chip and PIN Credit Card allows you to do everything you currently do with your credit card; i.e. local, international and online purchases and cash withdrawals.
The difference that the Chip and PIN technology brings is in how your credit card transaction is processed.
The processing of a purchase transaction depends on whether the merchant’s point of sale machine is chip enabled or non chip enabled. In Trinidad and Tobago and internationally, there are merchants with chip enabled machines and merchants with non chip enabled point of sale machines. Similarly, there are also chip enabled and non chip enabled ATM machines.
The process for online transactions is unchanged. However attention is to be paid to the expiry date which you may agree to store on the sites where you regularly shop.
Will all merchants eventually process credit card transactions on Chip Enabled point of sale machines?
Eventually all merchants worldwide will be using Chip Enabled point of sale machines. Currently the technology is more dominant in Europe but is on the way to becoming the accepted technology worldwide, as this is the mandate of both VISA and MasterCard International.
To ensure a smooth customer experience, Banks which issue credit cards, including First Citizens, will offer credit cards with both magnetic stripe and Chip and PIN technology, so that customers can pay at both Chip Enabled and Non Chip Enabled point of sale machines.
How will my First Citizens Chip and PIN Credit Card work at a chip enabled point of sale or ATM machine?
When doing a purchase at a merchant with a chip-enabled Point of Sale machines, the cardholder is required to enter his/her PIN to verify the transaction, similar to how a LINX transaction is done. The system validates the data on the Chip and the PIN, resulting in a more secure transaction.
There is no requirement for the customer’s signature in this scenario. When the transaction is complete, the merchant will be prompted to remove the card, will receive the sales slip and will provide the customer with his/her copy.
Please note that the card is inserted in the point of sale machine at the start of the transaction and left there for the duration of the transaction. Removal of the card during the transaction will terminate the transaction.
Withdrawals at chip enabled ATMs require the input of the PIN, as is customary.
How will my First Citizens Chip and PIN Credit Card work at a non-chip enabled point of sale or ATM machine?
A purchase at a merchant with a non chip enabled point of sale machine will be processed using the swipe and sign process i.e. the card is swiped and the customer signs the receipt, which is the norm for credit card purchase transactions in Trinidad and Tobago at this time.
Withdrawals at non chip enabled ATM require the input of the PIN, as is customary.
Am I still required to sign at the back of the First Citizens Credit Card with Chip and PIN technology?
Yes. Even though we refer to the credit card as the “First Citizens Credit Card with Chip and PIN technology” please note that the card also carries the magnetic stripe technology.
The magnetic stripe technology allows the cardholder to do a purchase transaction at a merchant whose point of sale machine is not chip enabled. In this scenario, the cardholder will be required to sign the sales receipt and so his signature on the sales receipt will be compared to the signature on (i) the back of the credit card as well as (ii) the form of picture identification presented.
What is the importance of my PIN with my First Citizens Chip and PIN Credit Card?
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.
What are the additional fees on the First Citizens Chip and PIN Credit Card?
There are no additional fees. All fees remain unchanged.
Is the Chip and PIN technology available for my Debit/LINX card as well?
This technology is only available on credit cards at this time
Tips to keep safe when shopping Online
- Look for the “s”: When shopping online, check the URL to ensure it begins with “https://”. The “s” at the end indicates a secure connection.
- Be on the alert – signing up for transaction alerts means you can see when your account has been used for a purchase.
- Avoid shopping on public Wi-Fi – Cybercriminals scavenge for information on public Wi-Fi networks. They latch onto the same Wi-Fi signal and intercept information while it’s being transmitted, thus gaining access to your confidential credit card information and other sensitive data such as account passwords or banking credentials.
- Beware of phishing scams – Be careful of unsolicited and suspicious emails or phone calls. They may try to steal personal information like your account number, username and password. If in doubt, do not click on any links or download files.
- Protect your computer with an antivirus software/security Software. Make sure your computer and other mobile devices are loaded with the most recent and reputable antivirus and antispyware software that protects you from hackers and identity thieves.
- Keep a record of your online credit card receipts. When you use your credit card online, don’t forget to keep a copy of your receipt. You can then compare the amount on your receipts to the amount on your credit card billing statement to make sure the amount matches.
- Do not share your One Time Password (OTP) with anyone. NEVER give out your OTP to anyone even to a person claiming to be a bank representative. Keep it personal and guard them well.
- If you suspect you card is compromised, call the bank immediately to have the card blocked and replaced.
- Never send your credit card number in an email. Emails are broadcast over the Internet in plain text and can be intercepted by anyone.
- The use of First Citizens Credit Cards for Online Gambling transactions is strictly prohibited. As such, these transactions would be declined.
- The use of First Citizens Credit Cards to conduct face to face or non-face to face transactions at the countries listed below is strictly prohibited. As such, these transactions would be declined. The list may be updated periodically so you should always review prior to travelling.
| Listed Countries | Listed Countries |
|---|---|
| 1. Albania | 15. North Korea |
| 2. Burundi | 16. Somalia |
| 3. Democratic Republic of the Congo | 17. Syria |
| 4. Iraq | 18. Yemen |
| 5. Libya | 19. Bosnia & Herzegovina |
| 6. Nicaragua | 20. Cuba |
| 7. Serbia | 21. Iran |
| 8. Sudan and Darfur | 22. Lebanon |
| 9. Venezuela | 23. Montenegro |
| 10. Belarus | 24. Russia |
| 11. Central Africa Republic | 25. South Sudan |
| 12. Former Yugoslav Republic of Macedonia | 26. Ukraine |
| 13. Kosovo | 27. Zimbabwe |
| 14. Mali |
Pay at the Pump Safety Tips
Many customers fuel up three or more times each month, making gas stations a very popular place to use your credit card. Before you insert your card at the gas pump next time you visit the gas station, consider the following best practices to help safeguard you:-
Keep your PIN safe
- Cover your hand when entering your PIN at the gas pump.
Stay alert
- Never use any gas pump that has suspicious protruding parts or unusual card readers or if you smell glue.
- Use good judgment when selecting a gas pump. Ideally, choose one close to the building and well-visible by employees inside. Such pumps are less likely to be tampered with.
- Always remember to hang up the pump properly to ensure the gas sale is finalized.
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for Pay at the Pump transactions.
- Log in to your Online Banking or Mobile Banking to review your account activity regularly. If there are transactions you do not recognize contact the bank immediately to have your card blocked and replaced. You can also block your card via the bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced.
Transaction Queries
- If you conducted a Pay at The Pump transaction and your account was debited twice or the transaction declined but you were still charged, complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
- Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
- Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
Security Tips to reduce Friendly Fraud
Reducing friendly fraud can help reduce chargebacks.
There are two main causes of friendly fraud:
Transaction confusion—the cardholder does not recognize the purchase when checking their banking statement and believes they were a victim of fraud and so they dispute the charge.
First-party fraud – Someone else in the household makes a purchase without letting the cardholder know. This can happen for example when a household member pays to stream a movie online using the credit card that’s on file with the streaming service.
Below are some helpful tips to prevent disputing legitimate charges on your credit card account.
1. Keep track of your credit card purchases
Purchase confusion and disputes often arise from simple forgetfulness. One simple solution would be to retain paper receipts to reconcile your monthly credit card statement.
2. Know where your card is at all times
It’s obvious to say but the most reliable way to protect your card from unauthorized purchases is to keep it out of the hands of people who shouldn’t have it. Remember to keep credit cards in a safe, secure place at all times.
3. In app purchases
Maybe a family member made a purchase and never told you about it or your child made a few in-app purchases in a game. Known as “purchase confusion” or “friendly fraud” disputing legitimate charges feeds misinformation into the system when your own purchases are flagged as potential fraud. To minimize these types of transactions you can do the following:
- Select the option to always require your password for in app purchases.
- You can turn off in-app purchases through your phone’s settings controls
4. Work with your bank to resolve disputes
If you see a charge you are uncertain about send us a secure message asking for additional information. The detail provided by the bank can often help you to identify the charge.
Travel Security Tip: Record Your Travel with the Bank
Protect your card when travelling abroad. Before your trip, send us your travel details so that we can contact you in case of emergencies, and monitor your card activity for any suspicious transactions.
Informing us of your travel details is easy! Send us a secure message via Online Banking and be sure to include the following details:
· Name
· Destination
· Date of Departure and Return Date
· Contact Information – phone number and email address while abroad
Cardholders are encouraged to monitor their credit card transaction activity through their email alerts or via their Online Banking or Mobile Banking App.
Card Lock
Card lock or card freeze lets you essentially “turn off” your credit card when not in use which is particularly helpful if you lose your card.
Using the First Citizens mobile app you can “block” and “unblock” your card.
- Log into your mobile app select “Cards”, then “Services”. Select the “block” option and an immediate “temporary” block will be placed on your credit card. Follow the same steps to turn your card “on” again by selecting ‘unblock” once you are ready to do.
Card Security
Cards are now the preferred method of payment for goods and services for many individuals. This is primarily due to its local, international, and online reach and by extension, its unparalleled convenience. As with all banking services, you, in partnership with your Bank, play the biggest role in ensuring that you enjoy the safest card experience possible.
