Dispute Process for University Travel Cards
All travel card transactions must be reconciled and submitted for approval.
Fraudulent charges arise from unauthorized use of a Travel Card by someone other than the cardholder, and who has obtained and used the card or account information in a manner that would be considered dishonest or illegal.
The cardholder should contact US Bank immediately at the customer service number on the back of their PCard or Travel Card to report fraudulent activity on their account or if they have reason to believe their account may have been compromised. Compromised accounts are closed and replacements cards are issued (new account information).
The bank utilizes a fraud detection process to identify possible unauthorized activity before it posting transactions to cardholder accounts. US Bank may contact cardholders regarding questionable activity on their accounts and cardholders should immediately respond to these requests. Temporary suspension of may occur on accounts identified by the bank for fraudulent activity pending resolution of the questionable activity.
Disputed charges may arise whenever there is a disagreement between the cardholder and one of their Travel Card merchant/suppliers. This may be a consequence of not receiving goods or services ordered, receiving something that was not as expected or charged for something that was not ordered.
The cardholder is responsible for resolving any disputes with their merchant/suppliers and obtaining credit adjustments as appropriate.
In extraordinary cases, where the cardholder is unsuccessful in obtaining an adjustment to a disputed charge, cardholder should file a dispute claim with US Bank. Cardholders wishing to dispute a charge should call the bank's customer service number on the back of their Travel Card.
Cardholders may report unidentified charges as either fraudulent or disputed charges. It is the responsibility of the cardholder to investigate and resolve unidentified charges.
If the unidentified charge is from a known merchant/supplier, or one with whom there have been earlier Travel Card charges, then the cardholder should contact the merchant/supplier directly and attempt to resolve the issue. In extraordinary cases, where efforts to resolve the issue are unsuccessful, a dispute claim may be filed with US Bank.
Unidentified charges are more likely to arise under circumstances where the cardholder has allowed others access to the cardholder's Travel Card or account information. Cardholders have the same responsibility for investigating and resolving questionable charges initiated by others who have access to their account as they have for those charges that they initiated themselves.
In any event, if there is the possibility of fraud, the cardholder should contact the US Bank immediately to safeguard the account.