My credit card is defective, what should I do?

Written By Gerard (Collaborator)

Updated at September 27th, 2023

If you have received a defective card, please contact us immediately through any of the following channels to initiate the process of getting a replacement card:

  1. 24/7 Customer Service Hotline at (02) 8887-9188
  2. Sending an email request to
  3. At a Security Bank branch near you

However, if your card arrived in good physical condition but is experiencing malfunctions, the following could be the possible reason/s:

  1. It is already expired
  2. The magnetic strip or EMV chip could have been demagnetized or scratched
  3. There may be issues with the Merchant or Payment Processor
  4. The available balance of the account is insufficient, or the credit limit has been exceeded
  5. Information such as expiry date, and billing address, provided for purchase, could be incorrect or inconsistent with the debit or credit card information
  6. For new cards, it hasn't been activated
  7. For cards that are about to expire, a replacement credit card may be on its way 5 - 7 banking days for Metro Manila addresses and 7 - 10 banking days for Non-Metro Manila addresses after receiving the SMS delivery notification from our authorized courier.

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