Credit Card FAQs
Where should I direct questions that are not answered in this list of FAQs? [Expand]
Please direct all inquiries to firstname.lastname@example.org. This will ensure that all members of the credit card services team will have access to assist you as soon as possible. If inquiries are directed to specific staff members, the team is unable to identify card issue trends or bank system issues that need to be addressed. .
Who is eligible to be issued a UD Credit Card or Declining Balance Card? [Expand]
UD employees are eligible, as are graduate students under contract. Undergraduate student workers are not eligible.
What types of cards are available for business expenses? [Expand]
UD offers two types of cards for employees to use for business expenses: the UD Credit Card (UDCC) and the Declining Balance Card (DBC). The UDCC is a traditional credit card with a monthly limit that refreshes each month. The DBC is loaded with a fixed dollar amount that the cardholder can spend down over a specific period of time (e. g. for the length of a grant period, the length of a conference, the duration of an academic or fiscal year, or even the expiration date of the card itself). The funds loaded to a DBC do not refresh automatically. If additional funds need to be added to the card because the original amount has been spent or the timeframe has expired, a UD Credit Card Services Request will need to be submitted in Concur to replenish the card.
How do I request a card? [Expand]
You may request a card in Concur by submitting a UD Credit Card Services Request with "New Declining Balance Card" or "New UD Credit Card" selected as the Request Purpose. Once you submit the Request form, it will be routed to your supervisor for approval and then to the Concur Processor queue where it will be processed by the credit card services team.
Which type of card should I request? [Expand]
Declining Balance Cards are intended for the infrequent traveler, employees who spend less than $5,000.00 per year, and employees who spend sporadically. A Declining Balance Card is the most appropriate choice for most UD employees. An individual who travels often as part of his or her job at UD or who makes frequent business purchases might require a UD Credit Card. When requesting a card, you will need to include a business justification explaining your need for the card and for the specific types of spend and dollar amounts you are requesting. The credit card services team may return your Request to you to ask for additional information as needed.
What kind of purchases can I make with my card? [Expand]
When you request your card, you may specify the types of purchases that you will need to make: "Goods and Services" and "Travel Expenses" are the two most common spend categories that employees request for their cards. Less frequently, an employee's job responsibilities may require that they make purchases from merchants who fall into the "Entertainment" or "Auto" categories. If you are unsure of the type of spend access you should have on your card, refer to your direct supervisor and/or department business office.
How long is my UD Credit Card cycle? [Expand]
The card cycle begins on the first of the month and ends on the last day of the month.
What are Cycle Limits and Single Purchase Limits? [Expand]
The Cycle Limit (CL) on the UD Credit Card refers to the monthly spend limit. The UDCC CL refreshes on the first of each month. The Single Purchase Limit (SPL) is the maximum dollar amount that can be charged to a card in a single transaction. When a card is ordered, the employee should specify the SPL they need for their card. The maximum allowable SPL for a UDCC or DBC is $5,000.00. Purchases greater than $5,000.00 should be paid for with a purchase order with the assistance of a Procurement Services buyer. It is not permitted to ask or allow a merchant to "split" a charge into smaller dollar amounts so the charges will go through on an individual employee card. Furthermore, installments or scheduled payments that are less than $5,000.00 each but add up to a total amount that is greater than $5,000.00 should be paid for with a purchase order, not with an individual employee card.
How do I know what my card limits should be? [Expand]
If you are not sure what your average monthly/yearly spend will be, please refer to your direct supervisor and/or department business office. If they are uncertain as well, you can send an inquiry to email@example.com. The UD credit card services team can help evaluate an appropriate limit by looking at historical card spend for your position. Remember, your card limits can be modified in the future if your needs change.
How long will it take to get my card? [Expand]
In general, once your UD Credit Card Services Request has been approved by your supervisor and has reached the Concur Processor queue, you should allow about two weeks for processing and receipt of the card. If you already have a UD Credit Card or Declining Balance Card and you have submitted a Request to update the card or replenish funds, please allow two business days for processing after your supervisor has approved the Request.
My Request for a card was approved. How will I receive it? [Expand]
Once Procurement Services received and processed your card, it will be mailed to your department via campus mail. If you need your card right away and would prefer to pick it up from our office when it arrives, please send an email to firstname.lastname@example.org and it will be held at the reception desk in Procurement Services. You will need to show photo ID when signing for your card. If needed, another person may pick up your card for you. They will also need to sign for the card and show photo ID. Procurement Services is in Room 104 of the General Services Building, 222 S Chapel St, Newark, DE 19716.
I submitted a Request for a card a few weeks ago, but I have not received my card. How can I check on the status of my Request? [Expand]
In Concur, select the "Requests" tab, locate and click on your submitted card Request to open it. Once your Request is open, click on the "Approval Flow" tab. The Request could be awaiting your supervisor's approval. If you have further questions regarding the status of your Request, please direct them to email@example.com.
What is my PIN? [Expand]
When you receive your card, you will have the opportunity to select your own PIN when you call the bank to activate your card. If you prefer, you can contact firstname.lastname@example.org to request instructions to retrieve a bank issued PIN online.
How do I know if my card is a UD Credit Card or a Declining Balance Card? [Expand]
The UD Credit Card is blue, and the Declining Balance Card is white.
Can I get a Declining Balance Card if I already have a UD Credit Card? [Expand]
An employee may only have one UD card. Both the UDCC and DBC offer the options to make purchases and/or withdraw cash depending on the requested permissions. DBCs are intended for the infrequent traveler, employees who spend less than $5,000.00 per year, and employees who spend sporadically. A Declining Balance Card is the most appropriate choice for most UD employees. An individual who travels often as part of his or her job at UD or who makes frequent business purchases might require a UD Credit Card.
Can my card be used to withdraw cash from an ATM or take a cash advance from a bank teller? [Expand]
If you have business expenses that require cash, both UDCC and DBC cards can be permissioned to allow cash access, as indicated by the "Cash & Credit Card" embossing on the cards themselves. However, cash access is not a default setting. To request cash access on your card, submit a UD Credit Card Services Request in Concur with "Update Existing Card" as the Request Purpose, and indicate the percentage of your Cycle Limit (for UDCC) or of your overall funds (for DBC) that you need to be available as cash.
How do I add funds to my Declining Balance Card? [Expand]
UD Credit Card Services Request can be submitted in Concur with "Replenish Declining Balance Card" as the Request Purpose.
Is there a limit to the funding expiration date on a Declining Balance Card? [Expand]
The funding expiration date cannot exceed the expiration date of the card itself.
I am working in a new department. Do I need to request a new card? [Expand]
You do not need to request a new card if you begin working in a new department, you may continue to use the card that was already issued to you for use with Concur. However, you should submit a UD Credit Card Services Request on Concur with Update Existing Card selected as the Request Purpose. This allows you the opportunity to update your card details such as the spend profile and the default purpose code that auto-populates on your Expense Reports.
I already have a card, but now I have different spend needs. Can my current card be modified, or do I have to get a new one? [Expand]
Your existing UD Credit Card can be adjusted to include different spend categories, add cash access, or to adjust your monthly cycle limit or single purchase limit. To make changes to your existing card, please submit a UD Credit Card Services Request in Concur and select "Update Existing Card" as the Request Purpose. If you need to change the type of card you have from a DBC to UDCC or vice versa, you will need to submit a UD Credit Card Services Request with the Request Purpose "New UD Credit Card" or "New Declining Balance Card" and note in the comments that your existing card is to be cancelled.
Why did my card get declined? [Expand]
If your card has been declined, please contact Bank of America at 866-500-8262. This phone number is staffed 24 hours/day, 7 days/week. The bank representative will review recent activity and attempts on your card with you and if there have been suspicious attempts that were not yours, they will close your account and order a new card for you. The new card will be sent to Procurement Services. When it is received, it will be processed and sent to your department. If you confirm that all recent activity was yours, the representative will be able to lift the hold on the card for you so you can use it. If your card was declined due to insufficient funds or your card profile permissions, the representative will refer you to the UD card program administrator. Your inquiry can be sent to a card program administrator at email@example.com.
Do I need to contact the bank prior to travel [Expand]
It is not required but it is recommended to contact Bank of America Global Card Services at 888-449-2273 to notify them of your travel locations and dates about a week prior to departure. This reduces the possibility of your card being declined due to suspected fraud. On this call, you should also verify that your card is active and make sure that you have enough funds available to cover your expenses while travelling.
How do I initiate a billing inquiry or dispute a transaction? [Expand]
First, attempt to contact the merchant to resolve the issue. When allowing the merchant to attempt to resolve the issue for you, keep in mind that you only have 60 days from the billing date to initiate a dispute with the bank. If the merchant cannot or will not resolve the issue for you in a timely manner, please contact Bank of America at 866-601-9490 to file a billing dispute. When you contact the bank to initiate the dispute, be sure to take note of your dispute case number, any additional information that the bank will be requesting from you, the address or fax number to send it to, and the timeframes that you will need to comply with during the dispute process.
How do I report fraudulent charges on my card? [Expand]
Please contact Bank of America Corporate Fraud & Authorizations at 866-500-8262. This number is staffed 24 hours/day, 7 days/week. The bank representative will review recent activity and attempts on your card with you and will close your account and order a new card for you. The new card will be sent to Procurement Services. When it is received, it will be processed and sent to your department.
I have lost my card. What should I do? [Expand]
Please contact Bank of America at 866-500-8262. This phone number is staffed 24 hours/day, 7 days/week. The bank representative will review recent activity and attempts on your card with you and will close your account and order a new card for you. The new card will be sent to Procurement Services. When it is received, it will be processed and sent to your department.
My card has expired. Why didn't I receive a new card? [Expand]
UD's cards are issued with a universal expiration date. When the cards expire, the bank automatically sends the reissued cards to UD. However, if a card has been inactive for 12 months or more or if the account was flagged due to unresolved issues, you will need to request a replacement card by submitting a UD Credit Card Services Request in Concur with the Request Purpose "Replacement Card".
I no longer need my card. What do I need to do? [Expand]
Submit a UD Credit Card Services Request in Concur with the Request Purpose "Cancel Card".
How can I contact Bank of America? [Expand]
Global Card Services can be reached at 888-449-2273.
How can I contact Bank of America when traveling internationally? [Expand]
From outside the United States, you can call Global Card Services collect at 602-379-8753Updated
Content last updated 9/13/2019