Billing Concerns
Item Billed Not Received
If you have been billed for an item that has not yet been delivered, you should contact the merchant to determine if the item has been shipped. Try to solve the problem at the merchant level by arranging for receipt of the item or by requesting a credit for the item. Check your agency's procedures. Some agencies will authorize payment of any item that has been shipped but not received.
Item Billed Has Been Returned but Not Credited
If you have returned merchandise to a merchant, but have not received a credit on your statement within a reasonable period of time, dispute the transaction. The charge card contractor will typically issue a provisional credit to your purchase card account while the issue is being reviewed.
Multiple Billing
If you have confirmed a double billing you should dispute the duplicate transaction.
Item Billed but Not Ordered
If you have been billed for an item that you never ordered, dispute the transaction.
Disputing a Transaction
If you have a questionable charge on your account (such as a double billing) and are not able to resolve it with the merchant, you can complete and submit a dispute form electronically. Please contact:
- Your A/OPC;
- Your issuing bank's customer service representative;
- Your issuing bank's electronic access system or website; or
- Your agency's website (at some agencies).
If you have discussed the disputed charge with the merchant and expect resolution, give the merchant time to reverse the charge before filing a dispute, which may result in a double credit to the account and create more problems in resolving it. If you act promptly, the merchant should be able to submit the credit before your next billing statement, and the discrepancy will be resolved.
DO fill out and submit the dispute form:
- If you think the charge is disputable and enough time has elapsed to have received the credit;
- Before 60 days from the date that the erroneous charge first appeared on your billing statement of account;
- If the merchant does not assist you in identifying the charge from the start.
Note: You relinquish your right to recover a disputed amount if you do not dispute it electronically or in writing before the 60 days from the date that the erroneous charge first appeared on your billing statement of account. It is your responsibility to dispute questionable charges. If you don’t, you will be held personally liable for the amount of the questionable charge.
