UCSB Business Services

U.S. Bank has a 24-hour, 7-day hotline numbers that should be called in the following situations:

U.S. Bank has a website that FlexCard cardholders will use for two primary purposes: (1) to register your FlexCard and set up a user account and (2) to access and print your monthly U.S. Bank FlexCard statements, following notification by UCSB FlexCard Program Administration of statement availability, around the 26th day of each month:

TO ACTIVATE A NEW FLEXCARD

Upon receipt of your new FlexCard, you must activate the card by calling U.S. Bank at (800) 344-5696 (the number is printed on a sticker attached to the card).

In order to activate your card, you will be asked by U.S. bank to provide

your 16-digit FlexCard account number
your Social Security Number.

VERY IMPORTANT: When asked for your SSN, you must instead provide your UCSB EMPLOYEE ID NUMBER.

For security reasons, UCSB does NOT use your Social Security Number when creating your account. If you key in your SSN, it will not match the number on file at U.S. Bank and your card activation will be suspended and routed to a live operator.

Whenever you call or are contacted by U.S. Bank and are asked for your SSN, you must always provide your UCSB EMPLOYEE ID NUMBER.

TO REPORT FRAUD AND LOST AND STOLEN CARDS

If any FRAUD is detected during a review of transactions in the Allocation Module (for example, charges from merchants with whom you have made no purchases, or multiple charges all in the same amount from an unknown merchant), IMMEDIATELY contact the Fraud Division at US Bank by calling 1-800-523-9078.

If your FlexCard has been LOST OR STOLEN, IMMEDIATELY contact U.S. Bank at (800) 344-5696.

Your department is responsible for all charges incurred on the card prior to U.S. Bank being notified. Prompt action on your part will reduce your department's liability for fraudulent charges.

Upon notification, U.S. Bank will cancel your FlexCard and, within 1-2 days, issue a new card that will be mailed to UCSB FlexCard Program Administration which in turn will contact you for pick-up.

After calling U.S. Bank, notify your Department Administrator of the fraud or lost or stolen card. Your Department Administrator will notify UCSB FlexCard Administration by logging onto the FlexCard Management Module to Report a Replacement Card (Damaged, Lost, Stolen, Fraud-Compromised)

TO DISPUTE A CHARGE

As noted above, any fraudulent charges should immediately be disputed by contacting U.S. Bank at (800) 344-5696.

You may also file a dispute with U.S. Bank in cases where you have attempted, and failed, to resolve a disputed transaction directly with a merchant – for example, in a case where an incorrect shipment was made, an item arrived that was damaged, or an over-billing occurred. If the merchant will not issue a credit or corrected invoice, you can leverage U.S. Bank’s clout to assist you in resolving the problem.

TO REQUEST DUPLICATES OF A MISSING ORIGINAL RECEIPT

If you cannot locate a credit card or other invoice or receipt for a FlexCard purchase, you may obtain a duplicate by contacting U.S. Bank at (800) 344-5696. (Generally, this applies to point-of-sale purchases, although some merchants do issue “paid invoices” for internet or telephone purchases.)

A $5 charge for each duplicate will be billed to your FlexCard.

U.S. Bank will not contact FlexCard cardholders except in the situation where fraudulent activity is suspected. In this case, they will contact cardholders directly BY TELEPHONE.

If you are reached, the U.S. Bank Fraud Division will first verify that you are the cardholder by asking several questions. It is important that you be able to respond correctly to these questions:

If you cannot be reached, U.S. Bank will leave a voicemail message (if your telephone has voice mail) and will SUSPEND YOUR FLEXCARD in order to prevent any more possible fraudulent transactions from being processed before you can be contacted.

If you were not immediately reached, it is important for you to call U.S. Bank as soon as possible. Even if the suspicious charge was not fraudulent, with your card temporarily suspended, you will not be able to make any new purchases.

In addition, having a suspended card can affect previously placed orders: because merchants do not process a credit card charge until they ship the items, your card could be declined for existing orders and you may receive telephone calls from the merchants. If you missed the U.S. Bank telephone call or voicemail, you may be as confused as the merchant as to why your card is being rejected.

If you have any questions regarding a telephone call from U.S. Bank, please do not hesitate to call the FlexCard Administrator (x7377) or Coordinator (x4073).

Any correspondence or communication from U.S. Bank (for example, notification of the availability of monthly statements) will be relayed to you by UCSB FlexCard Program Administration.

Disregard and immediately delete prior to opening any direct “email from U.S. Bank” – any such email will be a phishing request intended to obtain your confidential information in order to commit credit card fraud.

Phishing is a type of e-mail fraud that aims to collect personal data for purposes of identity theft.

Phishing e-mails are fake messages that look as if they're from a legitimate enterprise such as a bank or credit card company. They usually claim there is a problem with your account and ask you to follow a link to the company's Web site, where you're asked to enter personal information such as account numbers, passwords, or PIN numbers.

Legitimate businesses will never e-mail you to update their records. But because the fake Web sites look so authentic, and because they borrow the names of well-known companies including Citibank, Verizon, and VISA, phishing scams are reported to successfully lure in 5% of email recipients.