Dispute Process

Purpose

This procedure defines the process for handling fraudulent corporate card transactions. All fraudulent transactions and credits issued by the bank must be reconciled and submitted for approval.

There is a 60-day limitation from the transaction date to dispute a charge with the card issuing bank.

Key Points

The cardholder is responsible for taking action and resolving issues related to charges on the cards issued to them.

Fraudulent Charges

Fraudulent charges arise from the unauthorized use of a University corporate card by someone other than the cardholder who has obtained and used the card or account information in a manner that would be considered dishonest or illegal.

The cardholder should immediately contact the card issuing bank at the customer service number on the back of the corporate card to report fraudulent activity on their account or if they have reason to believe that their account may have been compromised. Compromised accounts will be closed, and replacement cards will be issued (new account information).

The bank uses a fraud detection process to identify possible unauthorized activity before it is posted to cardholder accounts. The bank may contact cardholders regarding questionable activity on their accounts, and cardholders should immediately respond to these requests. Accounts flagged by the bank for a fraud referral may be blocked from use pending the questionable activity's resolution.

Disputed Charges

Disputed charges may arise whenever there is a disagreement between the cardholder and one of their corporate card merchants/suppliers on whether specific charges were authorized or appropriate. This may be a consequence of not receiving goods or services that were ordered, receiving something that was not as expected, or being charged for something that was not ordered.

The cardholder is responsible for resolving disputes with their merchants/suppliers and obtaining credit adjustments as appropriate.

In extraordinary cases, where the cardholder cannot obtain an adjustment to a disputed charge, a dispute claim may be filed with the card issuing bank. Cardholders wishing to dispute a charge should call the bank's customer service number on the back of their corporate card.

Unidentified Charges

Unidentified charges may be considered fraudulent or disputed. It is the cardholder's responsibility to investigate unidentified charges and determine how they should be treated.

Suppose the unidentified charge is from a known merchant/supplier or one with whom there have been earlier corporate card charges. In that case, the cardholder should contact the merchant/supplier directly and attempt to resolve the issue. In extraordinary cases, where efforts to resolve the problem are unsuccessful, a dispute claim may be filed with the card issuing bank.

Unidentified charges are more likely to arise when the cardholder has allowed others access to the cardholder's corporate card or account information. Cardholders have the same responsibility for investigating and resolving questionable charges initiated by others who have been granted access to their account as they have for those charges that they initiated themselves.

In any event, if fraud is possible, the cardholder should contact the card issuing bank immediately so that appropriate measures can be taken to safeguard the account.

Unauthorized use of Departmental PCards

Unauthorized charges made by someone given access to Departmental PCard or account information by the cardholder (such as a co-worker) should not be reported as fraudulent unless there was a clear intent to defraud the University.

Departments are responsible for setting and enforcing their processes regarding the establishment and use of departmental cards. However, under Administrative Policy: Using a University Corporate Card the cardholder is ultimately responsible for any activity on their account, including unauthorized use of a departmental card issued in their name.

Important Note: There is a 60-day limitation from the transaction date to dispute a charge with the provider bank.