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Debit Card Maintenance

On Knowledge Article, open ARTICLE #: 11561 ARTICLE NAME: Debit Card Research and Systems Guide

On assisting customer having a problem using their Debit Card.

  1. Apology
  2. Ask the last 4 digits of the DBC they are using
  3. Ask the expiration date of DBC
  4. Ask the date and amount of the transaction

Sample Spiel for Debit Card Transaction Inquiry Hello this is (NAME)! Thank you for messaging with me today, here at Ally Customer Care. I can certainly check into this for you today. My apologies you are experiencing issues with your debit card today. Can you advise the date and or amount of transaction along with the last 4 digits of the debit card and the expiration date for me please?

Once the customer provided the needed information, LOG IN into your PORTFOLIO VIEWER

STEPS:

  1. on the "Member/Customer Number" put the customer CIF and then click SEARCH
  2. under "Customer Research View" scroll down to CARD section and select the last 4 digits of the DBC of the customer having a problem, on that page you will see the CARD SATUS

To check the reason why the DBC put on that status

  1. scroll up to "Customer Research View" find Transaction History and click it.
  2. you will be routed on the "Transaction Research"
  3. scroll down till you reach the "Transactions"
  4. under "Transactions" find the latest transaction that the customer did
  5. under "Transaction Description" click the latest transaction
  6. it will routed you to "POS Transaction Details"
  7. scroll down till "Response Information"
  8. under "Response Information" you will see the HISO Action Code ( this is the code you need to identify the reason why the customer DBC has an issue

After that GO BACK TO YOUR ARTICLE ARTICLE #: 11561 ARTICLE NAME: Debit Card Research and Systems Guide

Under "Debit Card Research in Portfolio Viewer" click the hyper link TRANSACTION CODES. Once you are on the TRANSACTION CODES, select and click the HISO Action Code that you saw on PV, after you click the right HISO Action Code, it will routed you to the page where you can see the "Explanation" it is the reason why the customer DBC went to that status and "Instructions" it is the way on how you can explain to the customer or how you can response to the customer on what they should do