FAQ

Q

Payment
The payment was not withdrawn from my bank account due to a shortage of funds.

A

We will send you a payment reminder. Please remit payment after confirming the details of the document.
Q

Cancellation of the Card account (Withdrawal from the membership)
I would like to cancel my card account. What should I do?

A

Please kindly contact us. *We accept calls from card holders only.
Q

Cancellation of the Card account (Withdrawal from the membership)
I still have debt left on the card. Can I cancel my card account?

A

Yes, you can. However, please be advised that the debt must be paid off immediately upon cancellation of the card account.
Q

Cancellation of the Card account (Withdrawal from the membership)
What happens to the deposit if I cancel the card account?

A

We will return it to your registered account after confirming that there is no use of the card beyond the expiry date.
Q

Cancellation of the Card account (Withdrawal from the membership)
Will the annual fee also be returned if I cancel the card account?

A

We are sorry but it is not refundable.
Q

Cancellation of the Card account (Withdrawal from the membership)
I would like to know more specifically how the deposit will be returned to me.

A

We will send a document asking for the return of the card and a bank account for the deposit refund upon cancellation of the card account. You will receive the deposit after we confirm the returned document and the card. Please be advised that, in principle, the deposit will be returned to a bank account in Japan. If you do not have a bank account in Japan, please consult with our customer service personnel.
Q

Problems
What should I do if my Nexus Global Card is lost or stolen?

A

Please call our lost/stolen card support desk immediately. We will block the card from future use to protect you from fraudulent or incorrect charges. Also, we ask you to file a report at the nearby police station.
Q

Problems
My card payment cannot be completed because of a PIN number error.

A

Please kindly contact us.
Q

Problems
I have lost my bill and I cannot check the amount claimed. What should I do?

A

Please kindly contact us.
Q

Problems
I found my missing card after reporting a lost card. Can I continue to use the card I have now?

A

We are sorry but we must deactivate the card for good upon receiving the lost card report. For security and fraud protection, the card cannot be used again. We will issue you a new one with a different card number.