If you get a call issued error code while performing a cash advance, what should you do?

• A. Retry the transaction
• B. Proceed with the transaction manually
• C. Do not proceed since the transaction cannot be completed electronically
• D. Contact the customer to re-enter PIN

Answer: (C)

The main idea here is that cash advances must be completed through the electronic processing system. A call issued error code shows the system cannot complete the transaction electronically. Because you can’t finish it electronically, you should not proceed with the transaction. Cancel or hold it and follow the bank’s escalation steps (document the error and involve a supervisor or the issuer as needed). Trying again, doing it manually, or asking the customer to re-enter a PIN would bypass safeguards or address a non-electronic issue, so they aren’t appropriate in this situation.