How to File a Procurement Card (Pcard) Dispute

You should file a dispute when you:

  • Did not make a purchase that appears on your statement.
  • Have duplicate or incorrect charges that the merchant will not credit.
  • Are billed for merchandise that you never received.
  • Are not credited for a return.

In case of a dispute, the cardholder or department fund manager should contact the merchant directly.

The bank will take these actions on your behalf:

  • Work with the merchant to determine if the charge is valid.
  • Contact you if additional information is required.
  • Credit your account while researching the dispute.

If the dispute is valid, your account will be adjusted accordingly.

Cardholder StepsDetails
1. Contact the merchant.
  1. Discuss the disputed item.
  2. If you are unable to resolve the dispute with the merchant, proceed to Step 2.
2. Call U.S. Bank.

The phone number for U.S. Bank Customer Service is (800) 344-5696, 24 hours per day, 7 days per week. Report the dispute, and notify your department Pcard supervisor and Pcard administrator. Also, forward a copy of the Pcard Notification Form.

If you are asked by U.S. Bank to fill out any forms, be sure to make a copy for your records, and call the Pcard administrator.

NOTE: As a Pcard holder, it is your responsibility to report any disputes in a timely manner. Failure to do so will result in your being held responsible for the charges.

The cardholder is responsible for charges until the bank can identify them as fraudulent or unidentifiable. If you fail to call U.S. Bank Customer Service within 60 days from the date of the questionable transaction, the University may not be able to receive credit for the transaction.

3. Be aware of time restrictions.

UCLA is not responsible for charges that appear on your card after you have reported them to U.S. Bank Customer Service. However, charges made prior to notifying the bank remain UCLA's obligation until a resolution is reached with the merchant and U.S. Bank.