Returns, Credits, Disputes, Declines and Fraud

Returns: If a cardholder/authorized user needs to return an item to a supplier, contact the supplier and obtain instructions for return. Note that some suppliers may charge a restocking or handling fee for returns. 

Credits:  If the supplier accepts an item as a return, credit for this item should appear on the following month's statement. 

Disputed Charges:  If a cardholder/authorized user finds a discrepancy on a monthly statement, the cardholder/authorized user should contact the supplier and attempt to resolve the problem directly. All disputed items should be documented. A copy of the form and letters shall be kept as documentation.

If a cardholder cannot resolve a disputed transaction directly with the supplier, they should contact Citibank Customer Services at 800-248-4553 to initiate the dispute process. 

Declined Transactions: Your purchase may have exceeded a spending or transaction limit, used a TWU excluded type of merchant, a PIN issue, or used a supplier not equipped to accept MasterCard as payment. Contact your Credit Card Services Administrator at 940-898-3545 to determine the reason.

Fraudulent, Wasteful, or Abusive Behavior: If you suspect any fraudulent or unauthorized transactions, please contact Citibank Customer Service at 800-248-4553 to file a dispute and request a replacement PCard. 

If you suspect any wasteful or abusive behavior, please contact ccservices@twu.edu.