A
1. What is the decline reason FNDI and where can you find the decline reason list?
No sufficient amount in account. Ask the customer to add funds to their account and re-attempt the payment.
2. What is the decline reason CONTACTLESS_LIMIT and what we advise customers?
From time to time, when you shop using contactless payments, you'll need to put your card into the machine and enter your PIN to verify it's you, before you can use contactless again.
What we advise a customer that have a pending card payment and asking to dispute?
We advise them to try contacting the merchant and let them know, if they do not have a reply then they have to wait for the transaction to clear from pending to posted and then we can raise a dispute.
Are there any fees for using the card abroad?
We don’t charge fees when you use your card abroad and we'll apply the current Mastercard exchange rate to any purchases you make in the local currency. Local banks may charge their own fees when you use one of their cash machines and you should make sure you understand what these are before making a withdrawal. You can find a currency converter in the Chase app by going to the card and tapping on Manage card to check what the current exchange rates are.
What we advise a customer that has received an sms notification payment on hold?
“We’re working on this transaction but unfortunately I can’t tell you right now whether it will be made. We screen all transactions to protect both the bank and our customers. We’ll be in touch as soon as we know more, I apologise for any inconvenience this may cause.”
What action we take when a customer asking about a declined card payment and the decline reason is ''Fraud check''?
We transfer the customer to Fraud department. This is a block from Fraud department. Fraud department will confirm with them a couple of details, they unblock the block to their account from Fraud and then they ask them to try making the payment again.
How long does it take for a refund of a transaction made by card to appear and be added to the customer's account and what we advise?
This depends from the merchant, We recommend you to ask merchant how long usually takes for the refund to be received to the bank account.
If you're waiting for a refund that hasn't appeared, we suggest that you contact the merchant to ensure they've processed it. If it's been more than a week since the refund was processed by the merchant, please call or chat to us in the app for further support.
What you advise a customer having trouble to get a refund from a card payment made to a store using the physical card?
For a physical card transaction, the final four digits required for the return would not be printed on the physical card and would not be the final four digits of the virtual card number when viewing card details stored in to the app.
Instead, the customer will need to view the final four physical digits via the transaction list in to the app and provide these four digits to the merchant as an evidence of the purchase.
What we advise a customer asking ''How long it takes for a normal bank transfer (using sort code and account number) to complete''?
The Faster Payment Service (FPS) allows for individual transfers up to a maximum of £1 million.
There is a daily withdrawal limit of £25,000 for outbound funds transfer from Chase. You can find details in the Spending limits section of the Chase app (under Profile).
Most payments are available almost immediately, although they can sometimes take up to two hours. If you still haven't received your money after that and the transaction status is posted, please contact the receiving bank or payee as it may be a problem on their end.
How long will a card transaction be pending?
Merchants generally take up to 7 days to tell us a transaction is complete. Sometimes it can take up to 31 days to complete, for example hotels or car hire. Then the money will either go to the merchant or be returned to your account.
What you advise to a customer saying'' I have made 2 card payments for the same thing by mistake?
Firstly you need to check the status of the payments (usually one it shows posted and one pending) .
When merchants they see 2 payments authorised by one customer on their end with the same amount, they usually revert/cancel one and they collect the other one.
However we have to advise the customer to contact the merchant and let them know they have made 2 payments by mistake and ask a confirmation email about the cancelation of the mistaken payment.
Finally we advise the customer after that to keep monitoring the pending payment until it clears and revert back to their balance.
What we advise to a customer saying '' My transaction didn't go through but my payment is still pending '' ?
Sometimes, when a merchant cancels a transaction or your transaction fails, we don't get sent a 'reversal'.
Reversals help us know the transaction failed and let us put the money back into your account.
When we don't get a reversal, our systems will wait for the merchant to let us know what's happening. This can be anywhere from 7 days for most purchases to 30 days if it's something like car hire. After that, we'll expire the transaction and put the money back in your account.
Can a customer make a CHAPS payment into their Chase current or Savings account?
We currently do not support CHAPS payments into your Chase Current or Savings account.
Can we raise a dispute for a payment in pending status?
No we cannot, we advise customer we can only dispute a transaction once it is posted and not in pending.
What you advise a customer saying ''A transaction appears in Apple Wallet as Pending, but is shown with a different status in the Chase app'' ?
Transactions may appear in Apple Wallet as Pending regardless of whether it went through. Always check your transactions in the Chase app to see if the transaction has gone through.
What you advise a customer saying ''My Apple Pay stopped working after I replaced my card details''?
Apple Pay is updated automatically after you replace your card details. This usually happens immediately, but sometimes can take longer. If it still isn't working, you can also delete your Chase card from Apple Wallet and add your card again in the normal way.
Can a customer use the Chase app in multiple devices at the same time?
Customer can have the app in only one device. In order to add the app to a different device, they will have to uninstall it from the old one and then install it to the new one.
What we advise customers asking ''How long it takes for the card to be delivered'' ?
We send your card once your account is fully opened. Normally, this takes about 5 to 7 working days, depending on the post.
If you haven't received your card within 10 working days, please get in touch with our customer support team for an update. While waiting the customer can
a. Shop online with card details right in the app and b. Add card details from Chase app and Go in store with Apple Pay or Google Pay and make a payment using NFC
What you advise customer asking ''I have forgotten my login details/passcode''?
If you've forgotten your passcode, you'll need to reset it to get back into the app. To do this, open the app and tap the 'Forgot passcode?' button on the login screen, then follow the instructions given. You'll need to have some ID ready to prove that it's really you. We’ll send you an SMS to let you know once your ID has been verified and your passcode can be reset.
Where on Salesforce you can check the documents submitted from a customer while onboarding?
You can check the customer's documents and selfie submitted to Mitek documents from actions-view all-Mitek documents.
What we can advise customers when they see message ''Sorry we cannot open an account for you'' when they are to the onboarding process?
Customer receives an email to confirm the decline. ''There could be a number of reasons why your application was declined, it may be a result of information we’ve received from agencies we use to verify your details. We'd like to thank you for considering Chase as your bank.
As part of our application process, we check the eligibility of our applicants against a range of criteria. Regrettably, in this instance, you did not meet these.
Our decisions are also based on information we hold from credit agencies, such as Experian, Equifax and TransUnion. We recommend checking your credit file for anything that could be affecting your applications for financial products and services.
We also use information provided to us by other third parties such as CIFAS, the UK's fraud prevention service, that could be affecting your eligibility.
How is interest calculated?
We calculate your interest daily and pay it monthly. With a 1% AER interest rate that means, if you put in £1,000 on your first day, you'd earn £10 in interest over the year.
If nothing changes (including the interest rate), you'd have £1,010 at the end of the year.
What we advise a customer who asks ''I have made a bank transfer to a friend to an external bank account, it shows posted in my Chase app but my friend cannot see the money to their transaction list to their bank?
If the transaction shows posted from our end it means that the receiving bank have received the transaction. The receiving bank might doing additional checks to their friends account before allowing the payment to be added to their balance. We can also provide our customer the transaction ID for them to give the number to their friend.
That way they can ask the receiving bank by providing the transaction ID,amount, date/time to find the payment on their end.
What we can do when a customer have lost their device, they have a new device however they cannot verify themselves because they cannot get the OTP to verify their phone number as they have a new one now?
On this scenario we can only transfer the customer to Fraud department, they will change the phone number manually for them after verifying some details with them.
What we advise a customer who asks ''How can I set up a Direct Debit''?
To set up a Direct Debit, you'll just need to contact the company you want to pay.
They'll ask you to complete a Direct Debit instruction, which will ask for things like your name and your bank details.
The company will then get in touch with us so we can start collecting your payments on your chosen dates.
And, with the Direct Debit Guarantee, you'll be protected from any payments taken in error.