Lost or Stolen Cards
Steps to follow when reporting a lost or stolen P-Card:
- Immediately contact US Bank Fraud Prevention, available 24 hours a day: at 1-800-523-9078 (if traveling internationally, call collect 1-701-461-2010)
- Submit a Support Form so your P-Card account profile can be re-established and a new replacement plastic can be ordered.
- Notify Risk Management at 812-855-9758 and your campus Police Department.
- A replacement card will be reissued upon report of the lost or stolen card to US Bank. (NO PAPERWORK REQUIRED). This may take 2-3 business days and will be delivered to the billing address on file.
- Activate the replacement P-Card upon receipt.
- The cardholder should continue to monitor account until all transactions have been reconciled.
- Change the password on all e-commerce websites in which the P-Card is entered as a payment method.
- If a lost/stolen P-Card is later found, destroy the card immediately. The card is not functional after being flagged stolen or a new replacement card has been issued.
It is the responsibility of the cardholder or the department head to report a lost or stolen P-Card immediately to US Bank Fraud Prevention.
Fraudulent Activity
Defining Fraud Cases
Fraud is defined as third party unauthorized use of a card. Common fraud situations include:
- Swiped transactions after the card is lost or stolen
- Internet charges at sites where the cardholder has not made a purchase
- A swiped transaction appearing out of the cardholder's home area and the cardholder still has their card (counterfeiting).
Report Suspicious Activity
Monitor activity on your P-Card and report any transactions you don't recognize by immediately contacting US Bank Fraud Investigations at 1-800-523-9078 (or collect at 701-461-2042) and submit a Support Form to notify the P-Card team. Your account will be closed, transferred to a new number and a new card will be sent out. The Purchasing Card Manager can speak to US Bank on your behalf and keep you up-to-date on status changes to your account, as needed.
The US Bank fraud team associate will:
- review the current activity on the account with the cardholder.
- initiate the case by marking the authorizations and/or transactions that have posted to the account that are believed to be fraudulent.
- generate a SOF (Statement of Fraud) based on the posted fraud transactions and will mail it out within 3 weeks of the call. If the transactions never post, a SOF letter will not be created and the case will be closed.
- initiate provisional credit based on posted transactions believed to be fraudulent.
- order new plastic and discuss delivery options to ensure minimal downtime.
Items to Remember with Fraud
- The SOF will need to be completed and returned to the US Bank Fraud Department by the due date on the letter.
- Once the SOF is received an investigation will be done to determine who is responsible for the fraud.
- If it is discovered that the cardholder participated or benefited from the charges the account will be re-billed and the claim denied.
- If the claim is resolved in the cardholder's favor the credit will remain on the account permanently.
- If the signed SOF form is not received by the bank, the new account will have the charges reapplied and the cardholder will be liable to pay for them.
- Once the SOF is received an investigation will be done to determine who is responsible for the fraud.
Lost Receipts
If you find you are in need of a copy of a charge receipt, contact the vendor.
If the vendor is unable to provide a copy of your receipt, submita Support Form to request an exception to policy.
Should your card be denied by a merchant and you would like an explanation, please call (812) 855-3720 and select Option 3 to reach a member of the P-Card team.
Disputes
If a merchant charged for damaged merchandise, incorrect shipments, or sales tax then it is the cardholder's responsibility to obtain credit from the merchant. The merchant should be notified of the issue as soon as possible and begin a resolution. Once the credit/refund is received, print a copy of the P-Card Document (PCDO) in KFS. Attach the PCDO to the P-Card statement where the credit appears. Documenting the credit in this manner meets guidelines suggested by Internal Audit.
If the above process does not resolve the issue then a dispute should be initiated. There is a 60-day period in which to file disputes with US Bank. Disputes filed later than 60 days from the date of the cardholder statement may not be considered. Disputes should be discussed first with the merchant and should be referred to US Bank only after attempts to resolve the matter with the merchant have failed. US Bank will require the cardholder to fill out an on-line dispute form using Access Online or you may call US Bank Customer Service at 1-800-344-5696. A copy of the completed form should be attached to the monthly P-Card statement.
Submit a Support Form for assistance.
US Bank Customer Service Phone Number: 1-800-344-5696