Customer confusion as Butterfield replaces debit cards

Butterfield Bank says it has added staff to its call center to deal with customer issues as it replaces all its Visa debit cards with new MasterCard bank cards.

Bank marketing manager Rory Mann told the Cayman Compass that the old cards will be deactivated starting Sept. 4, as long as the new cards have been activated. All of Butterfield’s Visa debit cards will expire at the end of October.

Responding to questions by email, Mr. Mann said, “The conversion of debit cards is a large and complex undertaking and, whilst it has gone fairly smoothly, we acknowledge that some customers have been inconvenienced by longer-than-usual wait times when calling the bank, issues such as transactions not clearing automatically, and erroneous settlement of local transactions in U.S. dollars.”

He continued, “We are working with the other local banks to rectify these issues, and we ask our customers to report any problems to our call center.”

Bank customers with Visa debit cards should receive separate letters with their new card and a new PIN by the end of August, according to the bank.

Mr. Mann said the switch to MasterCard is part of the transition to chip and PIN cards, a more secure technology for cards that uses a small microchip instead of the swipe strip.