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Existing Credit Card Customers FAQs

These FAQs will be of special interest to existing First Citizens credit card customers.

It is however highly recommended that all persons review the “General Frequently Asked Questions on First Citizens Credit Card with Chip and PIN technology” which provides the basic but very essential information on the change of the First Citizens suite of credit cards to “Chip and PIN” technology.

Definition: “Chip and PIN”/ “Chip and PIN technology” – refers to a First Citizens credit card which carries both the magnetic stripe technology and the Chip and PIN technology.

  1. When will I receive my First Citizens Credit Card with Chip and PIN technology?
  2. Will all cards on the credit card account be converted to Chip and PIN technology upon renewal?
  3. When will by new First Citizens Credit Card with Chip and PIN technology expire?
  4. Can I safely continue to use my First Citizens Credit Card with magnetic stripe technology until my card is renewed and converted to Chip and PIN technology?
  5. Can I request that my existing magnetic stripe First Citizens Credit Card be converted to Chip and PIN technology if it not due for renewal?
  6. How will the following situation be treated? : a single customer having several First Citizens credit cards, each with a different renewal date?
  7. How do I get my PIN for my First Citizens Credit Card with Chip and PIN technology?
  8. What is the importance of my PIN with my First Citizens Chip and PIN Credit Card?
  9. Do all the cardholders on my credit card account need an individual PIN for the First Citizens Credit Card with Chip and PIN technology?
  10. Do I need a separate PIN to do purchases and to do cash withdrawals using my First Citizens Credit Card with Chip and PIN technology?
  11. Does the introduction of Chip and PIN technology on my First Citizens Credit Card affect the process to do online purchases?
  12. What happens to my First Citizens magnetic stripe credit card after I receive my First Citizens Credit Card with Chip and PIN technology?
  13. What are the additional fees on the First Citizens Chip and PIN Credit Card?
  14. What will be the process if my First Citizens Credit Card with Chip and PIN technology is lost or stolen?
  15. Will the chargeback/ dispute process change for the cardholder in any way due to the introduction of the Chip and PIN technology on the First Citizens Credit Card?
  16. What do I do if the chip on my credit card is damaged?

 


When will I receive my First Citizens Credit Card with Chip and PIN technology?

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.

 

Will all cards i.e. primary and additional cards, on the credit card account be converted to Chip and PIN technology upon renewal?
Please refer to the answer to Question 1 above.

 

When will my new First Citizens Credit Card with Chip and PIN technology expire?
Upon renewal, each card will be renewed for 3 years.

 

Can I safely continue to use my First Citizens Credit Card with magnetic stripe technology until my card is renewed and converted to Chip and PIN technology?
Yes, your current First Citizens Credit Card, with magnetic stripe technology can continue to be safely used at merchants and ATMs worldwide.

 

Can I request that my existing magnetic stripe First Citizens Credit Card be converted to Chip and PIN technology if it not due for renewal?
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.

 

How will the following situation be treated? : a single customer having several First Citizens credit cards, each with a different renewal date? For eg. A single customer who has a VISA Classic, a VISA Gold and a MasterCard Gold credit card?
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.

 

How do I get my PIN for my First Citizens Credit Card with Chip and PIN technology?
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.

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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.

 

Do all the cardholders on my credit card account need an individual PIN for the First Citizens Credit Card with Chip and PIN technology?
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 for 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.

 

Do I need a separate PIN to do purchases and to do cash withdrawals using my First Citizens Credit Card with Chip and PIN technology?
No, the same PIN is used in all instances, for purchases and cash advances.

 

Does the introduction of Chip and PIN technology on my First Citizens Credit Card affect the process to do online purchases?
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.

 

What happens to my First Citizens magnetic stripe credit card after I receive my 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.

 

What are the additional fees on the First Citizens Chip and PIN Credit Card?
The sole fee which may apply is the cost of a replacement PIN if the cardholder requests same. There are no additional fees.

 

What will be the process if my First Citizens Credit Card with Chip and PIN technology is lost or stolen?
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.

 

Will the chargeback/ dispute process change for the cardholder in any way due to the introduction of the Chip and PIN technology on the First Citizens Credit Card?
No, the chargeback/dispute process remains unchanged.

 

What do I do if the chip on my credit card is damaged?
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.

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