Contact Electronic Merchant Systems Customer Service

Customers reach out to card companies for customer support regarding various issues including:
- Refunds
- Lost card
- Account
- Paycheck copies
- Transactions issues
- Payment issues
- Fraudulent activity
- Log in issues
- Card activation
- Claim/Dispute
- Balance inquiry

Depending on the issue at hand, you may be asked to provide particular information or documents as discussed below.

Refunds

Often, customers seek refunds for unfair charges such as items that were not delivered, low-quality products, incorrect billing, or unauthorized charges. Most card companies recommend that you first seek a refund directly from the merchant.

As such, card issuers will require the following papers or documents:
- proof that you contacted the merchant to dispute the charges;
- order details;
- receipt or invoice;
- terms of purchases to help determine whether you are eligible for a chargeback.

Therefore, save emails and screenshots of your correspondences with the merchant to provide proof that you disputed the charge. Some card issuers provide a form that you are required to fill, while others offer an in-app or on-website feature where you select and report an issue with the particular transaction.

Fraudulent activities

Some commonly reported card fraudulent activities include someone opening a credit card by your name and your card being used to make online transactions without your authorization.

If you notice any fraudulent activities on your card, call the card issuer’s customer service immediately and provide proof of the fraudulent activity e.g.:
- transaction history in the case of a fraudulent charge
- email or notification that indicated that there is a card under your name

It is also recommended that you file a police report and complete an ID theft affidavit. Check with the credit bureaus to establish whether your credit score has been affected negatively and issue a fraud alert with the bureau to protect your credit score.

Card activation

To activate your card you will need to log into your online bank account or app and choose the activate card option. In most cases, you will be asked to provide the CVV code and expiry date. Some banks require you to take a photo of the card and upload it.

If you are not able to activate the card online, call customer service with the following at hand:
- The card that needs to be activated. You may be required to provide the CVV code and expiry date or to take a photo of the card.
- Phone or email address linked to the account/card. An activation code or pin may be sent to the phone or email address linked to your account.

Account set up and login issues

For calls regarding account set up and card issuance, most card issuers require the following:
- government-issued ID such as a passport or driving license;
- social security number;
- proof of income.
For online card application and account set up, you will need to provide your first and last name, email address, phone number, and make a deposit.
Usually, during login, you are required to verify your phone number and/or email address to retrieve your password in the future in case you forget. As such, if you have account login issues, a new password reset link or code will be sent to your verified email or phone number.

If you still can’t get into your account, call customer service. You may also be required to verify that you are the account owner. For instance, you may be asked about the account number and a brief history of the last transactions.

In cases where fraudulent activity or identity theft is suspected, you may be asked to produce your photo ID for the customer service representatives to verify that you are indeed the legitimate account owner.