How to Help a Cardholder with Fee-Related Issues
What types of fees might a cardholder encounter?
Cardholders may encounter various fees, including:
- Transaction fees (e.g., for purchases, withdrawals, or currency conversion).
- Fees related to cryptocurrency transactions (e.g., network or gas fees).
How can a cardholder review fees applied to their account?
It’s important to be transparent with cardholders about any fees associated with their account. Ensure they are aware of how to review their fees by:
- Checking their transaction history: Instruct cardholders to review their account statement or transaction history through your app or portal to identify any fees.
- Providing access to a fee schedule: Make sure the cardholder has easy access to the full fee schedule outlined in your service terms and conditions, so they can clearly understand what fees apply and when.
What should a cardholder do if they believe a fee was charged incorrectly?
If a cardholder believes they were charged a fee in error, advise them to:
- Contact your support team: The cardholder should reach out with details about the transaction and the fee in question. Be transparent about the nature of the fee and review it with the cardholder.
- Provide transaction details: Ask the cardholder to share the transaction date, amount, and the nature of the fee so that your team can investigate the charge and determine if it was applied correctly.