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Debit Card Maintenance

Article Name: Debit Card Research and Systems Guide Article number: 11561

DBC ISSUE GREETING Hello this is Tres! 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. Please confirm the last 4 digits of your debit card for me please.

DBC TRANSACTION INQUIRY Hello this is Tres! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Can you advise the date and or amount of transaction along with the last 4 digits of the debit card for me please?

IMPORTANT: If a debit card transaction has been declined, locate the declined transaction and the transaction code in Portfolio Viewer

( under article # 11561 ) Go to Transaction Codes and Explanation and Instructions ( you will see on this tabs the reason why the customers card got declined and also explain what you will do )

PORTFOLIO VIEWER NAVIGATION: Log in to Portfolio Viewer (using salesforce log in credentials)

Once you logged in to PV, find "Member/Customer Number" and input the customer CIF number and then click SEARCH (it will routed you to Mastercard Processing Portfolio Viewer)

Scroll down and find CARD, once you are there, find the last 4 digits of the Debit Card of the Customer that declined. After you click it you will the the Status of the Card

To view the reason why the Debit Card goes on that status, on the upper part of the page click Transaction History and then once you are on the Transaction History scroll down a little bit and go to Transactions. If you are on the TRANSACTION, click the transaction that the customer said that they having a problem. Scroll down and find the "Response Information". On that page you will see the Response and Action Code.

Once you know and view the reason code, go back to knowledge article # 11561 and search or find the reason code so that you will see what you will say to the customer and what actions you will do.