Refer to the following charts to determine if a card status can be changed from C - Card Blocked to A - Active:
Note: If a client is requesting a card be reactivated for a reason not listed, contact a supervisor or Call Me Direct (CMD) to approve.
| You may reactivate a card status C - Card Blocked REDi if: | Scenario: |
|---|---|
Client responded to REDiVerify confirming fraud in error (NO response to text alert) |
|
| DO NOT Reactive Card If: | Instead: |
|---|---|
Client cancelled (hot) card in error in Online Banking. |
Order new card, or send client to instant issue office. |
Client loses card, contacts bank, to cancel card (hot). Then, client finds card and calls back. |
Order new card, or send client to instant issue office. |
Client asks bank to cancel (hot) their card for any reason and then calls back to reactivate. |
Order new card, or send client to instant issue office. |
Card was cancelled (hot) when account was charged off. |
Order new card, or send client to instant issue office. |
Client confirmed fraud on account, but doesn't want to wait for a new card |
Cancel card and give client the option to order new card, or send client to instant issue office and file a dispute. |
Client confirms a fraudulent transaction for "small" amount and client does not want to cancel card |
Cancel card, and give client the option to order new card, or send client to instant issue office office and file a dispute, or refund if the amount is under $15. |