Specified time frames are allotted by Visa/MasterCard for each step of the process. The allows the
merchant’s processor and the cardholder’s bank to obtain and submit appropriate documentation to be
reviewed in each case. NOVA and the issuing bank have no control over the length of time it takes for
Visa or MasterCard to rule on a case. Good faith collection cases are not governed by Visa or
MasterCard and therefore no time frames for responses have been set by the associations