How to Help a Cardholder with Balance Issues
What are common issues cardholders might experience with their balances?
Cardholders may encounter several balance-related issues, such as:
- Incorrect balance displayed: The balance shown in their account does not reflect the correct amount.
- Unexpected deductions or additions: Missing or unexplained funds appear in their account.
- Delays in balance updates: Recent transactions are not reflected in their balance immediately.
- Discrepancies between available and current balance: Holds or pending transactions cause a difference between the available and current balance.
How can a cardholder check and verify their account balance?
To assist a cardholder in verifying their balance:
- Review transaction history: Advise them to check their recent transactions through your app or online portal to identify any unexpected activity.
- Check for pending transactions: Explain that pending transactions may affect the available balance until fully processed.
- Confirm recent deposits or withdrawals: Ensure the cardholder takes into account any recent transactions that may not have been processed yet.
- Refresh their app or browser: Encourage them to refresh their account or log out and back in to view the most updated balance.
What should a cardholder do if their balance appears incorrect?
If the cardholder believes their balance is incorrect, suggest the following steps:
- Review all transactions: Ask them to review their transaction history, including pending ones, for any unfamiliar charges.
- Look for holds or pre-authorizations: Inform them that certain merchants place holds on funds that temporarily reduce the available balance.
- Update their app or browser: Encourage them to make sure they're using the latest version of the app or to try accessing their account from a different device.
- Report the issue: If the issue persists, advise the cardholder to contact your support team for further investigation.
How will Immersve assist with balance discrepancies?
Once a balance issue is escalated to us through your team, we will:
- Investigate the transaction history: Review the cardholder’s account to identify any errors or unauthorized transactions.
- Clarify any holds or pending transactions: Provide information on any holds or pre-authorizations affecting the balance.
- Adjust the balance if necessary: If an error is found, we will correct the balance and ensure the cardholder’s account is updated.