Depending on the financial institution, the cardholder may be required to authenticate their
CVV2 as a verification token in order to initiate a dispute.
Teamates will no longer be using 9-1 to transfer back cardholders to the VRU for clients that do
not participate in courtesy transfer (*8). please ask that they call back into the VRU.
Some Financial Institutions have the CVV2 as one of the verification tokens in order to activate
their card or initiate a dispute. Teammates do not have the ability to verify the CVV2 in C&AM,
so we are currently referring/transferring the cardholder to their main customer service for
further assistance when a cardholder fails authentication.
The cardholder has already verified the CVV2 in the VRU
The cardholder bypassed or failed the CVV2 authentication in the VRU and agents do not have
enough displayed tokens to proceed without verifying the CVV2.
Note: If a cardholder is required to authenticate their CVV2 in the VRU because agents do not
have enough tokens to continue verification, teammates will cold transfer the cardholder back to
the VRU so they can complete their authentication.
If a cardholder has CVV2 as an activation or dispute token, please use the scripting below based
on the scenario.
Cardholder authenticates CVV2 in the VRU scripting:
ENGLISH:
"Thank you for authenticating your Security Code and [Token(s) displayed in Window Pop] in our
automated system. Would you please verify your [Remaining tokens shown in C&AM] at this
time."
SPANISH:
"Gracias por autenticar su codigo de seguridad y [Token(s) displayed in the Window Pop] por el
sistema automatizado de voz. Por favor me puede verificar su [Remaining tokens shown in
C&AM]?"
CVV2 as a verification token in order to initiate a dispute.
Teamates will no longer be using 9-1 to transfer back cardholders to the VRU for clients that do
not participate in courtesy transfer (*8). please ask that they call back into the VRU.
Some Financial Institutions have the CVV2 as one of the verification tokens in order to activate
their card or initiate a dispute. Teammates do not have the ability to verify the CVV2 in C&AM,
so we are currently referring/transferring the cardholder to their main customer service for
further assistance when a cardholder fails authentication.
The cardholder has already verified the CVV2 in the VRU
The cardholder bypassed or failed the CVV2 authentication in the VRU and agents do not have
enough displayed tokens to proceed without verifying the CVV2.
Note: If a cardholder is required to authenticate their CVV2 in the VRU because agents do not
have enough tokens to continue verification, teammates will cold transfer the cardholder back to
the VRU so they can complete their authentication.
If a cardholder has CVV2 as an activation or dispute token, please use the scripting below based
on the scenario.
Cardholder authenticates CVV2 in the VRU scripting:
ENGLISH:
"Thank you for authenticating your Security Code and [Token(s) displayed in Window Pop] in our
automated system. Would you please verify your [Remaining tokens shown in C&AM] at this
time."
SPANISH:
"Gracias por autenticar su codigo de seguridad y [Token(s) displayed in the Window Pop] por el
sistema automatizado de voz. Por favor me puede verificar su [Remaining tokens shown in
C&AM]?"
Cardholder bypasses authentication in the VRU or fails authentication in the VRU. However,
agents does not have enough displayed tokens to proceed without verifying the CVV2 scripting:
agents does not have enough displayed tokens to proceed without verifying the CVV2 scripting:
ENGLISH:
“My apologies [Cardholder Name], for security purposes, I must ask you to authenticate yourself
through the automated system before we can assist you. When I transfer you to the automated
system, please select a service and enter your card number. Then, follow the prompts
authenticate your identity. Once that information is validated, you may press '0' to speak with a
customer service representative."
“My apologies [Cardholder Name], for security purposes, I must ask you to authenticate yourself
through the automated system before we can assist you. When I transfer you to the automated
system, please select a service and enter your card number. Then, follow the prompts
authenticate your identity. Once that information is validated, you may press '0' to speak with a
customer service representative."
SPANISH:
“Lo siento mucho [Nombre del Tarjetabiente] por razones de seguridad, para poder asistirle
necesitamos que su informacion sea verificada por el systema automatizado de voz. Voy a
transferirle al sistema automatizado de voz donde tendra que elegir un servicio e ingresar su
numero de tarjeta. Por favor siga las instruciones para autenticar su identidad. Cuando su
informacion sea verificada oprima 0 para hablar con un representate de servicio al cliente.”
If we have sufficient additional tokens other than the CVV2, then we may proceed with verifying
the remaining tokens in C&AM without having to verify the CVV2.
It is imperative we acknowledge the tokens entered in the VRU by a cardholder.
“Lo siento mucho [Nombre del Tarjetabiente] por razones de seguridad, para poder asistirle
necesitamos que su informacion sea verificada por el systema automatizado de voz. Voy a
transferirle al sistema automatizado de voz donde tendra que elegir un servicio e ingresar su
numero de tarjeta. Por favor siga las instruciones para autenticar su identidad. Cuando su
informacion sea verificada oprima 0 para hablar con un representate de servicio al cliente.”
If we have sufficient additional tokens other than the CVV2, then we may proceed with verifying
the remaining tokens in C&AM without having to verify the CVV2.
It is imperative we acknowledge the tokens entered in the VRU by a cardholder.