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:

1. Incorrect balance displayed: The balance shown in their account does not reflect the correct amount.
2. Unexpected deductions or additions: Missing or unexplained funds appear in their account.
3. Delays in balance updates: Recent transactions are not reflected in their balance immediately.
4. 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:

1. Review transaction history: Advise them to check their recent transactions through your app or online portal to identify any unexpected activity.
2. Check for pending transactions: Explain that pending transactions may affect the available balance until fully processed.
3. Confirm recent deposits or withdrawals: Ensure the cardholder takes into account any recent transactions that may not have been processed yet.
4. 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:

1. Review all transactions: Ask them to review their transaction history, including pending ones, for any unfamiliar charges.
2. Look for holds or pre-authorizations: Inform them that certain merchants place holds on funds that temporarily reduce the available balance.
3. 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.
4. 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:

1. Investigate the transaction history: Review the cardholder's account to identify any errors or unauthorized transactions.
2. Clarify any holds or pending transactions: Provide information on any holds or pre-authorizations affecting the balance.
3. Adjust the balance if necessary: If an error is found, we will correct the balance and ensure the cardholder's account is updated.