Customer Service Priority

Critical

• Deposit to Dashboard issues
• Card Load issues from VVIPs and Cardholders beyond 72 hours
• Compromised or Lost Card
• Unauthorized charges and transactions
• KYC updates are overdue by 1 week
• Card application and shipment updates are overdue by 5 weeks

Urgent

• Dashboard deposit issues
• Delayed card loading for VVIPs and Cardholders (over 48 hours)
• Card termination request
• Card replacement request
• Card activation request
• KYC updates are overdue by 72 hours

Normal

• Dashboard deposit issues
• Card loading delays for VVIP and Cardholders (within 24 hours)
• Card application processing (3-5 weeks)
• KYC application processing (within 48 hours)
• Requests: Online Features, Single High-Value Bypass, VIP Bypass, RePIN, PIN resend
• Card shipment status and tracking number request
• General Inquiries
• How-To’s
• Collaboration Inquiries