HBP Part 7.8.7 Compromised Cards and Disputing Charges

Handbook of Business Procedures

Date published: September 7, 2018
Last revised: September 7, 2018
Issued by: Purchasing


Even the most vigilant cardholders can have their information compromised. Find information below regarding how any of these situations should be dealt with.

A. Reporting a Compromised Card

Compromised information refers to the possibility that Procard information (card number, name, CVV code, chip PIN number) may have been obtained by someone who should not have that information. Citibank may contact cardholders if they suspect fraud has occurred on their card and even freeze card activity until they are able to verify it.  Notification of suspected fraud may come by phone or email. Please follow the instructions listed below if you do receive any notifications. If cardholders are not sure it is the bank contacting them, always hang up and call Citibank using the number listed on the back of the card.

  1. Suspected Fraud

    If the Procard has been compromised in any way, first contact the bank.

    If a Procard is lost or stolen, or if fraudulent activity has occurred, the cardholder should notify Citibank immediately by calling 1-800-248-4553. Inform the bank that the card in question has been compromised. Cardholders may be asked to verify recent activity on their Procard, so please be prepared. The Procard Administrator   and any other individual  cannot validate transactions on a cardholder’s behalf as they do not have authorization to speak to the bank about transactions made in the cardholder’s name.  

    If Procard information has been compromised and this was reported to Citibank, the bank will deactivate the old card and issue a new one.  The bank will send the replacement card to:

    Procard Administrator
    1616 Guadalupe
    UTA, Suite 3.302
    Austin, TX 78701

    Any validated, pending transactions will be transferred by the bank to the new card.

    The card must be sent to the Procard Administrator since the new card information will need to be updated in our system. After the bank has been notified about a compromised card, the cardholder must also inform the Procard Administrator and the Office of Internal Audits at 512-471-7117.

    Cardholders must ensure that theirVP7 approver is also aware of the compromised card and any other person that will be effected by the deactivation of the old Procard. 

  2. Fraud Report

    Once the bank is able to verify that there was fraud on the card, the cardholder may receive an email with something called a “Declaration of Fraud” with an “Affidavit” attached to it. This document must be filled out and sent to Citibank for their records to show the fraudulent activity. A copy must also be kept with the VP7 supporting documentation. Details on how the document should be filled out will be in the body of the email that document is attached to.

    When the cardholder receives this document, it will be locked with a password that will be sent to the cardholder separately or given to the cardholder over the phone. The cardholder will not be able to access this document without the given password.

    If the password is lost, the cardholder can call Citibank to get it again.

B. Disputing Charges

  1. What is a dispute?

    A dispute differs from compromised information in that the transaction may have occurred with the vendor, but one of the following occurred:

    • Amount charged was incorrect
    • The work was never completed
    • The wrong item was received from the vendor
  2. Reporting a dispute

    Before reporting a dispute to the bank, the cardholder must first make a good-faith effort to settle a claim or dispute for purchases with the vendor directly. If the vendor fails to resolve this issue, a dispute may be filed. A cardholder may dispute a charge that appears to be incorrect, but the whole charge must be disputed, not part.

    Disputes must be sent to Citibank within 45 days of the billing close date for the previous billing cycle.



Part 7. Purchasing - Table of Contents