KB Article
Cardholder is calling to report their card lost/stolen.
Lost/stolen status a star card
What do you ask for if name is listed as Mark C. Smith, but they only provide Mark Smith.
Do you have a middle initial or title on your name?
Denial code is TS. What does this decline mean?
Security Decline
Card has been blocked. Where you do you go to find who blocked the card?
Maintenance history
In which tab do you reset the pin fail count?
Cardholder is wanting to check their balance on their checking account.
Checking/Savings balance inquiries
If the last 4 of the primary cardholder social security number does not match, what do you ask?
May I now have the last 4 digits of the primary account holder's social security number?
Denial code is U. What does this decline mean?
Amount requested is too high for account limits.
Where do we place memos for star?
FDR screen
What type of fraud do we handle. Special or Standard?
Special.
Cardholder is calling in because of their card declining.
Declined Transactions Star Codes
Mom is calling on behalf of her son's card, but she is primary on the account. What do you advise?
The decline code is D5. What does this code mean?
CH does not have enough available balance to cover the transaction
Alerts
T/F: We do not repeat back any of the cardholder's information unless we are speaking with the CU or HD.
Cardholder is calling in because they are traveling.
Cardholder Traveling Star Debit
T/F: You do not have to pull up the CU alerts before authentication.
False
The decline code is I. What does this code mean?
Wrong PIN used
What is a block called in a star debit card?
Warm Status
T/F: When you shut down a debit card, whoever else is linked on the account will have their card shut down as well.
False.
Cardholder is wanting to cancel a fraud case.
Fraud procedures existing fraud
Credit Union employee calls in. What do they need to verify?
Participant ID number
The decline code is T7. What does this code mean?
Didn’t reach chip on contactless/EMV card
What type of card starts with a 6?
ATM card
What statuses will we never use?
Misuse and closed