US Bank Travel and Business Expense Card FAQs
Who should I call if my card is declined?
- You must call US Bank, using the toll free phone number on the back of the card. Card Services cannot assist when your card is declined until US Bank has been contacted.
Who should I call if I lose my card or see charges in my Concur profile I did not make?
- You must call US Bank, using the toll free phone number on the back of the card. Card Services cannot assist until US Bank has been contacted.
Who do I contact about my credit card limit?
If you have an issue with the limit on your credit card, call Card Services at 617-353-6698.
I got a notice that I have overdue transactions, but they are for a trip that has not taken place yet- what should I do?
Per the Travel Policy- all transactions in Concur must be assigned to an expense report within 30 days of the transaction date. If you have transactions in your profile for a trip booked in the future, they should be added to a shell report. A shell report is a report that is used as a place holder. For example: a conference will take place in June, but airfare is booked in January in order to secure the lowest rate. Once the airfare transaction feeds into your Concur profile, a shell report should be started – called “June Conference.” The Trip Start date should be set as the actual start date of the trip (June 1st, etc.) and the Trip End date should be set to the day you return. Then, as more purchases are made for the conference, these transactions can be added to the shell report as they feed in to your Concur profile. This ensures that all expenses for the corresponding trip can be kept organized and submitted timely, and that you will not receive notices regarding your expense report being overdue. Once the transactions are assigned to a “Shell Report,” Concur can identify that they relate to future travel so long as the start and end dates are populated correctly. As a reminder, expense reports cannot be submitted until after the actual trip or event has taken place.
I used my Travel Card and the charge was refunded- do I need to do anything else?
Yes. Credit card transactions that feed into Concur cannot ever be deleted. If your travel card is refunded, the refund will feed into Concur the same as the initial charge and will appear as a negative amount. The refund and charge must both be added to a report and then submitted. If your travel card was charged and you are told it will be refunded, you should not submit the charge until the refund becomes available as well. The charge and refund should be submitted together in the same report in order to offset each other. If the initial charge was already submitted, the refund should be added to your next expense report and allocated to the same cost object as the initial charge in order to refund the same account.
Do I need to submit my refund transaction(s) in a separate report?
No. The initial charge and the refund can be added to an existing expense report. If you have no existing expense reports, you can follow the steps explained here for handling card refunds, or you can create a “shell report” and simply submit the report once additional expenses have been incurred.
I used my Travel Card to book travel, and now I see duplicate transactions in my available expenses.
Please refer to the Card Transactions vs Itineraries QRG. If after reviewing the QRG you have determined there are in fact two duplicate card transactions, you should contact the vendor for a refund. US Bank can also be contacted at the number on the back of your card to determine that the vendor did in fact charge your card twice.
I used my Travel Card, but I don't see the transaction under my available expenses.
Transactions can take up to ten business days to feed in to your Concur profile- please wait for ten business days and if the charge is still not available, send an email to firstname.lastname@example.org. Refunds can take up to a full billing cycle to feed in.
I am getting notices for unassigned transactions, but I have already submitted these expenses- what should I do?
Card Transactions disappear from the Available Expenses section once they are added to an expense report. In this scenario, it is most likely that these transactions were accidentally added to an expense report as Out of Pocket expenses. To correct this- the card transactions should be added to an expense report and submitted as normal- not marked as personal. A check should then be written out to Trustees of Boston University for the amount of the reimbursement received in error; a cash credit voucher should be prepared and submitted in order to refund the cost object. If the employee received a check reimbursement for the out of pocket expenses created in error the check can simply be cancelled through Accounts Payable, negating the need for a cash credit voucher.
I have questions about my card benefits- where can I go for more information?
Please review the guides to benefits and rental car coverage for your Travel card here
What do I do with my card if I'm leaving BU?
- Turn your card in to your department and contact
- to notify the Travel Card Administrator.