How to Dispute a Charge

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

Best Practice

The Cardholder must ask the vendor first to credit their account. If the vendor refused to credit your account, the next step is to dispute the charge to the bank. Cardholder should only dispute to either the vendor or the bank, not both.

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 disputed

If the dispute is valid, U.S. Bank will issue a credit to your account accordingly.

Cardholder  Steps
Contact the Merchant
  1. Discuss the disputed item.
  2. If you are unable to resolve the dispute with the merchant, proceed to Step 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 Reviewer/Approver. In addition, cardholder is required to complete the Card Update/Maintenance Request Form and email it to [email protected].

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

NOTE: As a P-Card 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. 

Be Aware of Time Restrictions UCSF 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 UCSF's obligation until a resolution is reached with the merchant and U.S. Bank.
Inform Card Program Services  Please complete the UCSF Card Update/Maintenance Request Form and email it to [email protected].