FAQs About State PCards

What if I want to change or have forgotten my PIN but have not yet blocked my PIN?

You can select a new PIN by calling the toll-free or collect phone number listed on the back of your card.

Please be aware that during your next transaction at a chip-enabled terminal, you may be required to enter the new PIN three or more times before the terminal will recognize it and complete the transaction.

What is the difference between a traditional magnetic stripe and a Chip and PIN card?

Chip and PIN cards contain an encrypted microprocessor that is embedded within the card. If the card is lost or stolen, the embedded microchip makes the card extremely difficult to counterfeit. All Citi Chip and PIN cards will continue to have a magnetic stripe, enabling cardholders to use their Citi Chip and PIN cards at merchants who have not yet adopted Chip and PIN technology. No personal information about the cardholder account (outside of account number, expiration date, PIN and Security Code) or cardholder is stored on the microchip.

Will my expiration date change when I switch to a Chip and PIN card?

Yes, the expiration date and the 3-digit security code on the back of your card will change with the new Chip and PIN card. Please be sure to notify all retailers with whom you make recurring preauthorized payments about this change.

Will I retain the same account number when I switch to a Chip and PIN card?

Yes, your account number will remain the same.

Will there be an impact to my recurring vendors when I switch to the Chip and PIN card?

If you know a vendor that has card expiration dates on file, please note that the vendor will need to update its records with the new expiration date to prevent declines, when accounts are re-issued.

How do I use my Chip and PIN card for the first time at a chip-enabled terminal?

  1. Your first chip transaction must be at a chip-enabled Point of Sale (POS) terminal that is attended by a person (not self-service).
  2. Insert the card, chip first, into the terminal and do not remove it until the transaction is complete.
  3. Confirm the purchase amount and sign the terminal receipt.
  4. Until you complete your first chip transaction at an attended terminal, your PIN will not be accepted at chip-enabled, self-service terminals.
  5. Subsequent chip transactions will prompt for a PIN.

What kinds of purchases can I make with the Procurement Card?

You can use a Procurement Card (PCard) to purchase a variety of non-travel, business-related items directly from suppliers with state or Research Foundation (RF) funds.  State and RF PCards each have dollar limits.

Who can get a PCard?

Departments will identify employees who are to receive a Procurement Card.  Cards are issued to individuals.  Ideally, the cardholder should be anyone who handles purchasing on a routine basis. This training is provided by the Procurement Card Administrator in the Purchasing Department.

Will I be required to give my PIN over the phone or the Internet?

No, you should never disclose your PIN to anyone. Purchases made over the phone and on the Internet do not require a PIN.

How do I activate my Chip and PIN card and select a PIN?

  1. Sign the back of your new card.
  2. Confirm receipt of your card and select your own custom 4-digit PIN by calling the tollfree or collect phone number on the activation sticker on your card.
  3. If your new Chip and PIN card is replacing an old card, destroy your old card by cutting it in half.

How do I use my Chip and PIN card for subsequent transactions at chipenabled terminals?

The merchant terminal will prompt you for your PIN. Enter your PIN on the keypad, making sure no one else can see what you are entering, just as you would at an ATM. Follow any additional terminal prompts to complete the transaction.

What if I enter an invalid PIN three or more times?

If you enter an invalid PIN three or more times, you will need to select a new PIN by calling the toll-free or collect phone number listed on the back of your card.

After resetting your PIN:

  1. Go to a chip-enabled terminal that is attended by a person (not self-service) for your next chip transaction.
  2. Confirm the purchase amount and sign the terminal receipt.
  3. During this transaction, your PIN will be unblocked.
  4. Until you complete a transaction at an attended terminal, your PIN will not be accepted at a self-service, unattended terminal.

Will my current magnetic stripe cards work until my Chip and PIN card is received?

Yes, you should continue to use your magnetic stripe card until your Chip and PIN card is received.

Does the PIN expire?

No, the PIN selected does not expire, however, if your account number changes you will be required to select a new PIN.

What if the retailer does not support Chip and PIN technology?

When you transact at a retailer who does not support Chip and PIN technology, your card will be swiped and you will sign for your purchases, as before.

How will I know if a retailer supports Chip and PIN technology?

If you swipe your card at a retailer who supports Chip and PIN technology, a message will be displayed instructing you to insert your card into the terminal. Insert your card, chip first, and do not remove it until the transaction is complete.

Once I select my PIN, can the card be used immediately?

Yes, the card can be used immediately after it has been activated and a PIN has been selected.

I accidentally charged something to my Procurement Card.

1.      Report the issue to Angie Rzeszut at 716-645-4533.

2.      Make out a check payable to the University at Buffalo and directed to Procurement Card Administration, 224 Crofts Hall, Buffalo, NY 14260 for processing. Do not send to Citibank.

3.      Confirmation of the deposit will be returned to you, and should be retained in your Procurement Card file. Continued accidental charges could result in suspension or termination of the card.

I can’t locate my receipt or invoice.

Contact the supplier to request a replacement receipt or invoice.  If the supplier cannot produce a replacement, then contact Procurement Card Administration.

My card has been lost or stolen, what do I do?

1.      Contact the Citibank help desk immediately at 800-248-4553 option 4. Citibank will email a security affidavit to dispute any unauthorized activity.  Return as directed.

2.      Following the notification to Citibank, report the issue to Angie Rzeszut at 716-645-4533.

3.      Reconcile/certify charges in anticipation of any credits.  Include the documentation in your Procurement Card file.

How do I change information related to my profile (new account, new approver, change my billing address or name)?

Complete a State Procurement Card Maintenance Form and fax to 716-645-2687 or mail to:

Procurement Card Administration
224 Crofts Hall
North Campus

I received an email or phone call from Citibank indicating my card has been compromised? What do I do?

Contact the Citibank help desk immediately at 800-248-4553 option 4 to verify recent activity. If the card has been compromised, report the issue to Angie Rzeszut at 716-645-4533. Return the Citibank security affidavit as directed for any unauthorized activity. Retain documentation in your Procurement Card file, and reconcile/certify in anticipation of any credits.

How do I contact Citibank?

Citibank Customer Support for cardholder general inquiries or to report a card lost or stolen, call 800-248-4553, option 4.  Assistance is available 24 hours a day, 7 days a week.

Help Desk Support - for website access problems to https://home.cards.citidirect.com call 800-790-7206, option 2.  Assistance is available 7:00am - 8:00pm Mon-Fri EST.

Cardholder Dispute Form must be faxed within 60 calendar days to 605-357-2019

I don't agree with a transaction.

Contact the supplier to try to resolve the issue.  If the supplier doesn’t cooperate, file a dispute via Citibank. Disputes must be submitted to Citibank within 60 days of the statement. Retain documentation in your Procurement Card file, and reconcile/certify in anticipation of any credits. Contact Angie Rzeszut at 716-645-4533 for assistance.

I don’t recognize one of my transactions. Who do I call?

1.      Contact the phone number of the supplier listed on the Citibank statement.

2.      If you cannot identify the transaction or reach the supplier, contact Angie Rzeszut at 716-645-4533. Include documentation in your Procurement Card file, and reconcile/certify in anticipation of any credits.

How to I file a dispute with Citibank?

1.      Log on to the https://home.cards.citidirect.com to view the cardholder statement. 

2.      Using the Web Tools option, select the statement containing the transaction. To locate Web Tools, refer to page 3 of the statement instructions.

3.      Select the transaction.

4.      Click on the dispute button at the bottom of the page to access the dispute form.

5.      Complete the dispute form and click on the submit dispute button.

6.      Print, sign, and fax the dispute form into Citibank as noted on the form and keep a copy with your PCard file.  Once disputed, the item will note that it is disputed in the status area.  The bank will review the dispute, investigate the charge.

All transactions must be reconciled/certified pending any credits.

I am leaving my position, what do I do?

Contact Angie Rzeszut at 716-645-4533.

Cards must be cancelled prior to your departure.  Once canceled, the cut-up card must be returned via campus mail to:

Procurement Card Administration
University at Buffalo
224 Crofts Hall
North Campus
Buffalo, NY  14260-7013

We greatly appreciate your assistance with closing out any outstanding certifications. All paperwork must be retained by your department for six years plus the current year.

How can I protect the account from unauthorized use?

  • Keep the card secure
  • Review your account activity regularly
  • Use only reputable suppliers and secure websites
  • Do not email the credit card number
  • Do not share the card
  • Beware of links in email. If you see a link in a suspicious email message, don't click on it. Rest your mouse (but don't click) on the link to see if the address matches the link typed in the message.

Additional recommendations are available from:

How You Can Protect Cardholder Data (UB Information Technology)

Citibank

Protecting Against Credit Card Fraud (Federal Trade Commission)

How do I reconcile and certify my PCard charges?

  1. On or about the 6th of each month, you will receive an email notification from Citibank to alert you that a statement is available.
  2. Print and review the Citibank statement for accuracy and reconcile or match each transaction with your Summary Log or PCard Order Form and the supplier receipts and invoices. Complete this verification within five (5) business days of the email notification from Citibank. Your approver needs to review, sign and date the Citibank statement.
  3. An additional reconciliation must be completed through the SUNY Employees Services Web Portal. An email notification will be sent to all cardholders from the UB program administrator when activity is available for reconciliation. The account reconciliation must be completed within 2 weeks of date of the email notification from the program administrator.

I need to reserve a hotel room for an employee who will be traveling; can I use the Procurement Card to hold the reservation?

No, the Procurement Card cannot be used for travel related purchases.  The merchant category code is blocked, and the transaction will decline.  Using the Procurement Card to hold the reservation will put the traveler’s reservation in jeopardy.

I was charged sales tax, what do I do?

Contact the supplier and request a refund to the card for any sales tax paid.  Supply the NYS Sales Tax Exempt Certificate (AC946).  Be sure to include the University at Buffalo in any billing profile to match the Sales Tax Exempt Certificate.  Reconcile in anticipation of any credits.

Can someone else use my PCard?

No, the individual named on the face of the card is the only person authorized to use the card.  Cards cannot be shared.  If you will be out of the office for an extended period of time, contact Procurement Card Administration to request a temporary suspension.

Why is my transaction declining? What do I do?

Contact Procurement Card Administration.

Certain merchant category codes are blocked and will prevent transactions from processing or the card may have been suspended due to suspicious card activity.

Contact Citibank at 1-800-248-4553, option 4 if you cannot reach Procurement Card Administration.

What does Citi Chip and PIN mean for me?

When making a purchase at a merchant that uses Chip and PIN Point of Sale (PoS) equipment, you will be prompted to enter your confidential four-digit Personal Identification (PIN). Merchants are expected to rapidly adopt Chip and PIN technology during the course of 2014 and 2015. Today, Chip and PIN technology is much more common in other countries, outside of the U.S. Even if cash access is not permitted on your card, you will be required to use a PIN for purchases. Retailers who have not upgraded to Chip and PIN technology will continue to request your signature to identify you as the cardholder.

What will happen to my existing magnetic stripe card after I switch to Chip and PIN?

After you activate your card and select a PIN, be sure to immediately cut up and dispose of your old card.

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