Address/Contact Update

These tickets are related to if the user wants to change/update the Address or the Contact to where the card will be delivered. CMU follows the following steps to cater such issues:

  • Check the status of card delivery through the TCS tracking-portal using the consignment number.

  • If the card is In-Transit, raise it with TCS via email

  • Incharge.hblprojkhi@tcs.com.pk

  • vdesk.mmskhi@tcs.com.pk

  • rizwan.muhammad@tcs.com.pk

  • abdul.ahad@tcs.com.pk

  • CC: Team Lead and Card Management POC by providing them with the new details. If the address provided is of a different city, wait for delivery failure since it will then be delivered though TRAX.

  • If the status shows Returned to Sender, share the new Address/Contact in the comment section of the ticket and tag the Card Management POC.

Wrong Delivery

These tickets related to incorrect deliveries where TCS had delivered the card to the wrong address or recipient. CMU follows the following steps to cater such issues:

  • Check the date of delivery through the TCS tracking-portal using the consignment number.

  • TCS will only cater these cases if they are submitted within 20 days of delivery. 

  • For tickets older than 20 days, CXS will create a CDI - Wrong Delivery Ticket for record purposes and add a comment ‘Reissuing since 20+ days have gone by’ and close the ticket and then create a CXC Card Reissuance Ticket and then reissue the card after address confirmation

Tracking ID Issues

  • Manage tickets for issues where the card tracking ID fails to activate on the TCS portal or where the card is not delivered by the expected date, with the status remaining “In- transit” past the due date.

  • CMU will raise the case with TCS over email and update the ticket status and add appropriate comments as soon as there is any development.