Debit Card Limits & Travel
What is the standard daily purchase/authorization limit for a debit card?
$1,800
What is the standard card delivery timeframe?
7–10 business days.
What is the first step when troubleshooting a card issue?
Identify whether the card is a debit or credit card.
Can a pending transaction be disputed?
No. Only posted transactions are eligible for disputes.
What are three ways a member can file a dispute?
Branch, Online Banking/Mobile App, Mail, Email, or DocuSign
What is the maximum temporary increase allowed for purchase and PIN transactions without contacting Support?
$5,000
How long does expedited card delivery typically take?
5–7 business days
What does NSF stand for in a card decline situation?
Non-Sufficient Funds
What does MDARC stand for?
Merchant, Date, Amount, Reason, Card Possession.
How soon should members typically receive initial communication after a dispute is submitted?
7–10 business days
What is the maximum ATM withdrawal amount ?
$1,010 ATM limit
What fee is charged for expedited card shipping?
$25
What can happen after multiple incorrect PIN attempts?
The card may be temporarily blocked
What is the difference between a fraud dispute and a non-fraud dispute?
Fraud disputes involve unauthorized transactions; non-fraud disputes involve issues such as merchandise not received, duplicate charges, or incorrect amounts
How long can a debit card dispute investigation last?
Up to 120 days
What is the maximum negative balance allowed with Overdraft Privilege?
$700 including Fees
When should a card be reissued with the same card number?
When the card is damaged but not compromised (chip issues, wear and tear, etc.)
Name two reasons a card may be inactive and declined.
The card has not been activated or the card has expired
What should a member usually do before filing a non-fraud dispute?
Attempt to resolve the issue directly with the merchant.
What is a provisional credit?
A temporary credit that may be reversed based on the outcome of the investigation
Why should members place travel notifications on their accounts before traveling?
To help prevent fraud-related card blocks and reduce transaction disruptions while traveling.
When is a new card number reissue required?
When a card is lost, stolen, involved in fraud, compromised, or never received.
Why is it important to determine whether a decline occurred at one merchant or multiple merchants?
It helps identify the root cause of the issue and determine the correct troubleshooting path.
Does filing a dispute guarantee a refund?
No. A dispute initiates an investigation but does not guarantee reimbursement
What is one common mistake agents make when handling disputes?
Filing disputes on pending transactions, skipping merchant-contact questions, promising refunds, or treating provisional credits as permanent.