A. Lost or Stolen PCards

All cards are the property of SDSURF. If a card is lost or stolen or has been compromised as evidenced by unauthorized or fraudulent activity and identified by review of monthly bank statement, please do the following:

1. Immediately notify US Bank and the SDSURF PCard Administrator.
   1. US Bank Customer Service: 1-800-344-5696 US Bank representatives are available 24 hours a day, 7 days a week and will block additional use of a lost/stolen card immediately upon telephone notification. SDSURF is not responsible for any charges made with either the PCard or PCard account number that is lost or stolen AFTER US Bank has been notified.
   2. SDSURF PCard Program Administrator: pcard@foundation.sdsu.edu or 619-594-5622
2. Notify your Approving Manager and complete a Cardholder Maintenance Form to begin the card replacement process.
3. Log into US Bank Access Online to review account for potential fraudulent activity. Any charges that have been charged on the account before notifying the bank are the liability of the cardholder/project until resolution is reached with the merchant, merchant’s bank, and SDSURF. Take immediate action to report and dispute any unauthorized charges.
4. Failure to take immediate action regarding lost/stolen cards and disputed charges may result in financial liability and losses to the project and termination of PCard privileges.

B. Disputed Transactions

On occasion, items may appear in USB Access Online and on the monthly cardholder statement that are questionable or not authorized by the cardholder. The cardholder is responsible for resolving these items.

A dispute exists when:

• A merchant will not accept returned items for credit
• Duplicate or erroneous charges exist for which the merchant will not provide credit
• Charges appear on the cardholder statement that are questionable or unauthorized. (See section 9. “Unidentifiable and Fraudulent Charges” of this manual)

Items Billed Incorrectly

Contact the merchant directly to resolve the problem. If resolution is not reached, the cardholder may dispute the item in Access Online within sixty (60) working days from the receipt of the electronic statement using the procedures documented below.

Defective Merchandise

If items purchased with the PCard are found to be defective, the cardholder is responsible for returning the item(s) to the merchant for replacement or to receive a credit. Credit receipts received from the merchant must be kept until the credit transaction appears on the Cardholder Statement. Credit receipts must be attached to the Cardholder Statement.

If the merchant refuses to replace the defective item, the purchase is considered to be “in-dispute” and must be handled as a disputed item. Dispute the transaction in Access Online using the procedures documented in the Procurement Card Program Training and Reference Guide.