Personal Customers FAQ

FirstCaribbean Telephone Banking is one of several FirstCaribbean electronic banking services offered to our customers in all of the 15 countries in which we operate. In addition to our extensive ABM network, point of sale/debit card capabilities and FirstCaribbean Internet Banking, our FirstCaribbean Telephone Banking will save you time and offer you the flexibility to access your accounts any time, anywhere, from wherever you have access to a touch-tone phone.

• Do you want to keep up-to-date balances on your registered FirstCaribbean accounts in any country?
• Do you need to transfer money between your registered savings account and your chequing account?
• Do you want to know if your pay cheque has been deposited yet?
• Do you have bills for services such as telephone and electricity to pay?
• Do you need to make payments on your FirstCaribbean Credit Cards?

Save yourself a trip to the bank and the inconvenience of queuing! Find these answers quickly and easily by using FirstCaribbean Telephone Banking where you have access to your accounts 24 hours a day, 7 days a week.

FirstCaribbean Telephone Banking is easy to use. Follow the straightforward voice prompts to do all of your daily banking, from account balance inquiries to transferring funds.

Absolutely. You can have trust and confidence that your banking and account information is safe and secure in our protected Telephone Banking environment.

In addition to the security measures that we have employed, you too can take steps to protect your information. Every customer has a unique Telephone Personal Identification Number (T-PIN) to access FirstCaribbean Telephone Banking. And your T-PIN is known only to you. By keeping it confidential, you can help to ensure that your personal and financial information is kept safe; no one can gain access to your accounts because no one knows your T-PIN except you.

FirstCaribbean Telephone Banking service allows you to do your daily banking quickly and easily.

For all accounts you have registered for this service, you can request and hear your account balances and transaction history details (up to the last 10 transactions) on chequing and savings accounts, transfer funds between chequing and savings accounts within the currency and domiciled in the same country, order chequebooks, place a stop payment on a cheque and order a copy of a statement. And now, you can pay your bills directly from your registered FirstCaribbean accounts to any of the registered Bill Payment Companies in your country as well as make payments to any of your registered FirstCaribbean Credit Cards directly from your registered FirstCaribbean accounts. You can also speak directly to one of our Customer Agents to inquire about any of our products and services.

FirstCaribbean Telephone Banking service is available 24 hours a day, 7 days a week, wherever you have access to a touch-tone phone.

You can speak with one of our Customer Service Agents for assistance, 7 days a week from 7 a.m. to 9 p.m. (Eastern Caribbean Time).

All calls to FirstCaribbean Telephone Banking are free when placed within a country  where FirstCaribbean operates and the USA and Canada.

You will pay only for those calls placed to FirstCaribbean Telephone Banking from outside one of these countries.

FirstCaribbean Telephone Banking is available to you for free. For specific information for your country, please contact your local branch or call our Customer Service Agents. See here for a list of contact numbers and hours of operation of our Customer Service Agents.

Customers who register enjoy unlimited access to FirstCaribbean Telephone Banking. This means that you can use it as often as you like and not have to pay additional access fees.

For Premier, Corporate, Business Banking and International customers, please contact your Relationship Manager for more information on FirstCaribbean Telephone Banking.

If you are one of our customers from British Virgin Islands, Barbados, or The Bahamas who have been using our interim, agent-only telephone service, you'll be interested to know that our new service is more extensive and offers a combination of automated and agent assistance. Our new, easy-to-use, convenient Telephone Banking service is available to our entire customer base in the 15 countries that we serve.

You should be advised that a monthly access fee applies to our new service. You will be notified about the new features and functions of FirstCaribbean Telephone Banking, as well as the monthly access fee, via mail.

For help at any time during your call, you can press zero (0) on your touch-tone phone to speak with one of our Customer Service Agents. They're ready to help you and answer any of your questions daily from 7 a.m. to 9 p.m. (Eastern Caribbean Time).

It's easy to register for FirstCaribbean Telephone Banking. Follow these simple steps:

• Call one of our Customer Service Agents: A Customer Service Agents Agent will complete and submit an online registration form and capture security details like Memorable Word.
• Visit a branch: For the purposes of verifying and authorising your registration for FirstCaribbean Telephone Banking, we ask that you visit a branch to present ID and to sign applicable Terms and Conditions.
• Call a Customer Service Agent who will verify your identity, using Memorable Word, and then transfer you into a secure conference session in order to set up a 6-digit FirstCaribbean Telephone Banking T-PIN.

No. At this time you can transfer funds between your own registered FirstCaribbean chequing and savings accounts that are in the same currency and domiciled in the same country.

The initial call to request FirstCaribbean Telephone Banking takes only a few moments of your time. And following your visit to a branch for the purposes of verification and authorisation, it takes 2 business days to process your registration request.

The final step, setting up your FirstCaribbean Telephone Banking T-PIN is quick and easy as well.

At FirstCaribbean International Bank, we are committed to keeping all your personal information private and confidential.

As detailed in our privacy policy, we will not disclose any information about you without your authorisation, unless disclosure is required or permitted by law.

No one is able to access your account information without your FirstCaribbean Telephone Banking T-PIN.

Your T-PIN is unique, and should always be kept confidential in order to protect you from unauthorised access to your accounts and account information. As an added measure of security, you should also make every effort to change your T-PIN on a regular basis.

You designate accounts for telephone access at the time of registration.

Should you ever wish to add an account or change the accounts on your Telephone Banking profile, please call our Customer Service Agents who will be  will be happy to accommodate your request.

No. But it is easy to add an account to your Telephone Banking profile.  Call our Customer Service Agents who will be happy to accommodate your request to add a new account.

You can hear the last 10 transactions in a chequing or savings account via FirstCaribbean Telephone Banking.

No. At this time you can transfer funds between your own registered chequing and savings accounts that are domiciled in the same country and the same currency.

You can transfer funds between your registered FirstCaribbean chequing and savings accounts domiciled in the same country and in the same currency.

We are working towards offering cross-currency and cross-country transfers in the near future, as permitted by Currency Control Regulations.

Yes, you can make credit payments via telephone, directly from your registered FirstCaribbean accounts to any of your FirstCaribbean Credit Cards – whether VISA or MasterCard.

Transfers between accounts take place in real-time. This means that the money is transferred into the designated account immediately.

Once a Bill Payment Company (e.g. electricity or telephone company) is registered with FCIB to receive payments, you can pay bills for that company via FirstCaribbean Telephone Banking. First, you must register for bill payment by contacting your Customer Service Centre. Please have a copy of the relevant bill you wish to pay handy when you contact the Customer Service Centre. Once registered, you can start to make payments by following the recorded voice prompts.

No. Since the same information required by the Bill Payment Company would be input by two different users, the system will reject the information input by a second account holder, viewing it as a duplication.

No. Telephone payments of your bills and FirstCaribbean Credit Cards can be made at your convenience, at any time, day or night.

You will hear a recorded transaction ID (reference number), which you should write down and keep for your records.

No. This feature is not available to Telephone Banking customers. Payments to a Third Party are only available for FirstCaribbean Internet Banking customers.

At this time, we are not able to offer transaction history of your FirstCaribbean Credit Card accounts. This feature is a high priority for us to include in future enhancements to FirstCaribbean Telephone Banking.

You can place a stop payment on a cheque quickly and easily via FirstCaribbean Telephone Banking.

Stop payments are generally used to stop:

• Cheques that have been lost or stolen
• Cheques issued for goods or services that you either have not received or now wish to cancel.

Follow the simple, straightforward voice prompts to place the stop payment request. The only required information is the cheque number.

If your stop payment request is confirmed, and the payment has not already gone through, the stop on the payment of the designated cheque will be carried out as per your request.

No, you will not be able to stop bill payment after the funds have been debited from your account. Should such an instance occur, we recommend that you approach the company to whom the payment was made directly.

If you ever make a mistake, that's OK. There's a unique transaction reference number for every transaction completed via FirstCaribbean Telephone Banking. Record it, and then press zero (0) to speak with one of our Customer Service Agents. Simply explain your mistake, provide the transaction reference number, and the necessary correction will be made to your account.

If your FirstCaribbean Bank Card is lost or stolen, please visit a branch or call a Customer Service Agent immediately.

Your FirstCaribbean Telephone Banking T-PIN should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.

Your FirstCaribbean Telephone Banking T-PIN is numeric and comprises 6 digits.

You can change your FirstCaribbean Telephone Banking T-PIN any time over the phone. It's easy to do.

For added security and protection, we recommend that you change your T-PIN on a regular basis.

We recommend that you change your FirstCaribbean Telephone Banking T-PIN on a regular basis as an added measure of protection for you and your personal banking information.

As well, remember that you should always change your T-PIN if you suspect that someone else has obtained it.

If you forget your T-PIN, and try to access FirstCaribbean Telephone Banking, the system will automatically lock you out after three unsuccessful attempts. This is a security measure for your protection.

Should this happen, you will be transferred to one of our Customer Service Agents at our Customer Service Agents. After the positive verification of your identity, you will be able to safely and privately select a new Telephone Banking T-PIN in our secure conference session.

Once you've set up a new T-PIN, you can start using FirstCaribbean Telephone Banking again, right away.

We ask you to establish a Memorable Word for authentication purposes, which is 6 to 12 characters in length. If you call a Customer Service Agent, this word will be used to positively verify your identity.

Your Memorable Word should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.

In order to help jog your memory in instances where you may forget your Memorable Word, we also ask you for a Memorable Word Hint. A Customer Service Agent will prompt you with this hint should you be unable to immediately recall your Memorable Word.

We ask you to establish a set of Personal Questions and Answers for authentication purposes. If you call the a Customer Service Agent, your Personal Questions and Answers are used as a backup to positively verify your identity should you ever be unable to remember your Memorable Word.

Your Personal Questions and Answers should be easy for you to remember, but difficult for someone else to guess.

FirstCaribbean Telephone Banking passwords are numeric and comprise 6 digits.

FirstCaribbean Internet Banking passwords are case sensitive and a minimum of 8, up to a maximum of 14, alphanumeric characters.

FirstCaribbean ABM PINs are numeric and comprise 4 digits.

Personal Identification Numbers (PINs) and passwords for electronic channels, such as Telephone Banking, Internet Banking, and Automatic Bank Machines (ABM), should be unique. This means that you should never use any part of one PIN or password as a part of another. You should also keep your PINs and password confidential, and never disclose them to anyone, including family members and FirstCaribbean employees.

Any change that you make to your FirstCaribbean Telephone Banking T-PIN has absolutely no affect on your other PINs or passwords, and vice versa.

• Always keep your account information and PIN confidential.
• Never select a PIN comprised of details like an account number, phone number, or date of birth.
• Always change your PIN on a regular basis.
• Never e-mail sensitive data, such as account information or PINs.