Virgin Money FAQ s

Transcription

1 Virgin Money FAQ s Q. Why are Australian Financial institutions making this change? A. It is a mandatory requirement by Visa that all customers must now use a credit card PIN to verify a purchase, therefore all Australian financial institutions issuing Visa cards are required to advise their customers of this new change. The use of a credit card PIN will, in most cases, be a faster process when purchasing goods or services in a face-to-face environment and enhance the security of your card. Q. What are the advantages of using a credit card PIN instead of a signature? A. Speed is the main advantage of the introduction of a credit card PIN as it makes the process at the point of sale machine faster there is no need for the shop assistant to check your signature. It will also enhance the security on your account and reduce the incidence of signature fraud. Q. Why do we need a credit card PIN? A. A credit card PIN will now become the main form of purchase verification. When using your credit card PIN it replaces the need to sign the sales receipt which provides great security against fraud. Q. How do I get a credit card PIN or change my old PIN? A. You may have been sent a credit card PIN by us when your account was opened. If you don t know your PIN you can choose or change it online. Simply log on to your Virgin Money Online account at my.virginmoney.com.au, go to Services, click My Profile and then select Change ATM PIN. You don t need an existing PIN to change or set up a new PIN. Alternatively, you can call our Customer Care Team on and they can issue you a new PIN via mail, taking 7-14 days to arrive. It s important to know that you cannot change your PIN over the phone. If you have additional cardholders they ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then change their ATM PIN. Q. Can I choose my credit card PIN? A. Yes, you can choose your own PIN online. Simply log on to your Virgin Money Online account at my.virginmoney.com.au, go to Services, click My Profile and then select Change ATM PIN. You don t need an existing PIN to change or set up a new PIN. If you have additional cardholders they ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then change their ATM PIN.

2 Q. What happens if I have a secondary card? A. All cards have a dedicated credit card PIN. The secondary or additional cardholders on your account should also receive their own dedicated credit card PIN. Please contact us on if you wish to obtain details regarding your secondary cardholders. If your additional cardholders want to change their ATM PIN, they ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then change their ATM PIN. Q. Why did I receive a new PIN in the mail when I didn t request one? A. We noticed that you had not been using a PIN, and wanted to make sure you re ready for the change on 1 August when PIN replaces signature for transactions at point of sale. Visa paywave can still be used for transactions up to$100, where available. Q. I was recently sent a new PIN in the mail - can I change it? A. Yes, you can choose your own PIN online. Simply log on to your Virgin Money Online account at my.virginmoney.com.au, go to Services, click My Profile and then select Change ATM PIN. Q. I was recently sent a new PIN in the mail, but have already started using my own. Should I switch to using the new PIN instead? A. If you started using your own PIN before the date featured on the letter containing your new PIN, then yes, you will need to switch to using the new PIN that was sent to you. If you prefer, you can change this PIN to one that suits you. Simply log on to your Virgin Money Online account at my.virginmoney.com.au, go to Services, click My Profile and then select Change ATM PIN. If on the other hand, you started using a PIN you selected online after the date featured on the letter containing your new PIN, then you can continue using your selected PIN. Q. I recently selected a new PIN online but have since received a new PIN in the mail. Which one should I use? A. If you chose a new PIN online after the date featured on the letter containing your new PIN, you have overridden the PIN contained in that letter. In this case, continue to use the PIN that you chose online. Q. I am a primary cardholder and have received a new PIN in the mail. Will my additional cardholders receive one too? A. Yes, if they were yet to start using their PIN, they would also receive a letter containing their new unique PIN in the mail. Please follow up to make sure they are using PIN in place of signature to ensure they are ready for the change. If your additional cardholders want to change their ATM PIN, they ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then change their ATM PIN.

3 Q. What if I don t want to use my credit card PIN and would rather sign the receipt as I do now? A. If the point of sale machine has requested a credit card PIN then it will not allow you to continue with the transaction unless your credit card PIN is entered. Therefore it is important that you have and use a credit card PIN as soon as possible in order to avoid any issues with processing your transactions in the future. Q. How does it work? A. You will only be able to use a credit card PIN as the one form of verification for retail transactions when using your Virgin Money Credit Card. The credit card PIN is entered by you, not the shop assistant, into the point of sale machine. After you have checked that the dollar amount on the point of sale machine is correct, you enter your credit card PIN using the 0 to 9 keys, (as you do now when using an EFTPOS card). Then press the OK/ENTER button. Your credit card PIN will be sent to Virgin Money to make sure the details entered are correct. If the credit card PIN is correct and the rest of the transaction is approved, the point of sale machine will print out a receipt for you to keep and for the shop assistant to file. Your credit card PIN will not appear on any printed material. Just follow the prompts on the point of sale machine the shop assistant can direct you if you need help, but do not let them know your credit card PIN. Q. Will credit card PIN be used to make card transactions through the internet or over the telephone? A. No. Even if asked, do not enter your credit card PIN into any other service device such as the internet. Do not give out your credit card PIN over the phone. If you are using telephone banking telephone banking uses a different credit card PIN from the one that is issued with your card. If you are at all concerned, please contact us on Q. What happens if I key in the wrong number when I input the credit card PIN after I ve pressed the credit button and after I ve pressed the OK/ENTER button? A. If you have entered the wrong credit card PIN, we will respond with a message that the request is either declined, or you are offered another chance to re-enter your credit card PIN. If the response to the point of sale machine is decline ask the shop assistant to start a new transaction, please enter the correct series of numbers and press the OK/ENTER button again. If the second attempt is correct, we will most likely approve the transaction and you will be provided with a receipt for your records. If the response is re-enter your PIN, as above, please enter the correct series of numbers and press the OK/ENTER button again. If the second attempt is correct, we will most likely approve the transaction and you will be provided with a receipt for your records.

4 A maximum of 3 failed attempts per day is allowed before the account is blocked for the day. The credit card PIN count will be reset again the following day. If you are at all concerned, please contact us on Q. Does credit card PIN change my liability for any fraud committed on my card? A. Possibly. If the fraud involved your card and credit card PIN and you didn t report the loss of your credit card PIN to us, there may well be a case for liability adjustments. Q. I have a transaction on my statement which I don t remember making. Can I dispute it? A. Yes. We will be able to determine whether you have entered a credit card PIN or signed for that transaction and follow the appropriate process. Q. What if I have blocked use of my card because I have entered the credit card PIN incorrectly a number of times? Would I still be able to use my signature as another form of proof? A. If your card has been blocked as a result of you using an incorrect credit card PIN, contact us on for further assistance. Q. What if someone has seen my credit card PIN? A. If you believe someone has seen your credit card PIN and you are concerned they might have access to your accounts then call us as soon as possible to cancel that card on We will issue you with a replacement card in a couple of days. Q. Can I identify a transaction authorised by credit card PIN on my receipts and statements? A. Yes on receipts. No on statements. The difference on the receipt is that transactions that are processed and approved with your credit card PIN will not have a section for your signature. You will not see any difference between a transaction processed with a credit card PIN or a signature on your statements. Q. Will I use my credit card PIN in every shop? A. No, not all transactions at point of sale will need a credit card PIN, most notably contactless transactions (Visa paywave, MasterCard PayPass, or American Express Contactless) under $100 do not need to be authorised by a credit card PIN, and do not require a signature today. Other exemptions are: - Certain small ticket payments that do not require signature or credit card PIN under $35 - Transactions from most unattended terminals e.g. parking meters, kiosks and vending machines - International transactions (transactions conducted by cardholders with cards issued by banks outside Australia) - Magnetic stripe transactions (generally on payment cards that do not have a chip, for example some pre-paid cards and gift cards)

5 - Signature only cards. These cards may be issued by certain financial institutions to accommodate special needs of individual cardholders and are subject to specific criteria In each case, the point of sale machine that is reading your card will prompt you for a credit card PIN if it is required. Q. If I return goods for a refund, will I need to enter my credit card PIN to receive the money back? A. Merchant processes for dealing with refunds may vary. In some cases, you may be asked to enter your credit card PIN. Q. What if the shop does not accept credit card PIN? A. If a shop does not accept credit card PIN then you can continue by signing the sales receipt as you have done in the past. Q. Where can I go for more information? A. For more information visit