If you suspect that your FlexCard has been lost or stolen, do not hesitate in taking action. If your card has been stolen, fraudulent charges may begin to be made within hours of a theft.
Fraudulent charges can almost always be removed from your account but it is much less work to contact U.S. Bank and suspend the card before any charges are made.
- IMMEDIATELY contact U.S. Bank at (800) 344-5696, select option number 3, “Report Lost or Stolen Cards” and proceed as directed in order to cancel your card and request a replacement.
Your replacement FlexCard will be delivered within 1-2 working days to FlexCard Program Administration, which will contact you for pick-up.
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Inform your Department Administrator and Reviewer of the lost or stolen card.
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The Department Administrator logs onto the FlexCard Management Module, clicks MANAGE CARDHOLDERS and, when the submenu appears, clicks REPORT A REPLACEMENT CARD. When the Department Administrator completes and submits the report, an email notifies FlexCard Program Administration of the lost or stolen card and the fact that U.S. Bank is mailing a replacement FlexCard.
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Both Cardholder and Reviewer should monitor the Allocation Module carefully for any fraudulent charges that may have been made before the card was canceled. If any fraudulent charges are detected, the Cardholder will need to contact the Fraud Division at U.S. Bank.
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All charges that appear in the FlexCard Allocation Module – legitimate OR FRAUDULENT – must be allocated to the appropriate LAFSO (it is recommended that you use the default LAFSO for any fraudulent charges). As fraudulent charges are resolved and cleared from your account, U.S. Bank will process credits that you will in turn allocate to the LAFSO originally debited.
- If it turns out that your FlexCard was not lost or stolen (that is, if you find it after having canceled it), inform your Department Administrator, cut the card in half and discard it.
IMPORTANT NOTE: If the canceled FlexCard was being used to pay for monthly charges such as Arrowhead Bottled Water, the Cardholder must contact the merchant and have the merchant account switched over to the new FlexCard account number; otherwise, monthly billings on the old account number will be declined and billing problems will occur.
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