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    Citibank Credit Card Disputes

    Credit cards have become an integral part of our lives. The more we use credit cards, disputes are likely to arise. If you have a credit card and have a dispute, you will be asked to contact your bank immediately. Yourcredit card provider will analyse the dispute and make changes if required. Citibank also allows their credit cardholders to report a dispute. In this case, Citibank will ask the cardholder to submit a “Dispute Form”. If you have aCitibank credit card and do not know how to file a dispute, read on.

    What Type Of Citibank Credit Card Transactions Can You Raise A Dispute For?

    If you feel you have been charged wrongly by Citibank, you can contact your bank immediately and resolve the issue irrespective of the type of transaction it is. However, Citibank has categorized transactions that are usually disputed.

    Some of the most frequent disputes Citibank receives are:

    • Purchase-related: This category includes both swipe and non-swipe transactions you made using your Citibank credit card. If you notice any discrepancies in your monthly credit card statement and you are sure you didn't use your card for that particular transaction, you can go ahead and raise a dispute.
    • Standing instruction transactions: Most of us set-up standing instructions to pay our utility bills or mobile recharge. If there are any discrepancies you see in your standing instruction transactions, you can raise a dispute with your bank.
    • Credit Card Cash withdrawal disputes: If you have a debit card, you will know that not all the ATM visits are pleasant. Forget about the lack of funds in ATMs, there have been instances when cardholders have entered their PIN and waited for the cash to dispense but the transaction fails. After leaving the ATM without money, cardholders see the amount on the debit side on their monthly statements. This can be due to a technical glitch and other factors. If you face any discrepancies in your cash withdrawal transactions, you can raise a dispute with Citibank.

    Some of the reasons cardholder usually raise a dispute are:

    • Double debits for the same transaction
    • Transaction failed but debited
    • Fraudulent transactions on the card
    • Cash not received in ATM
    • Wrong transaction amount
    • Failed transaction charged on the card

    Please note that Citibank only accepts disputes only for purchase-related transactions (Non-secure transactions and standing instructions disputes) in case of any fraudulent activities. For secure purchase-related transaction disputes, please contact Citibank customer care at 1860 210 2484.

    How To Report A Credit Card Dispute With Citibank?

    Irrespective of the type of dispute, it is always advisable to report the case to Citibank. Especially, when it comes to fraudulent activities on your card, it is very important that you call Citibank immediately and block your card. Did you know that according to the Reserve Bank of India (RBI) guidelines, if a cardholder report any fraudulent transaction within 3 working days, the cardholder has zero liability for the loss? You can either call Citibank to raise a dispute or write an email.

    How To Raise A Citibank Credit Card Dispute Via Phone

    • Once you have identified the issue, to raise a dispute, please call CitiPhone at 860 210 2484 / +91 22 4955 2484.
    • After verifying your identity, the customer care executive will raise a dispute and the concerned team will look into the matter.
    • You will be given a reference number to track the status of the dispute at any point in time.

    How To Raise A Citibank Credit Card Dispute Online

    • Please visit the official Citibank website and navigate to the “banking” section. Select “Other Services and Queries”. Under “Your Queries” option, you will be allowed to compose an email. Please draft a detailed email and give all the information about the dispute and send it.
    • The concerned team will look into the issue. If your dispute is accepted, Citibank will provide you a provisional credit equivalent to the disputed amount.
    • If Citibank does not accept your dispute, you will be solely responsible to pay your credit card bill.

    How To Raise A Citibank Credit Card Dispute Via Post

    • Alternatively, you can download the “Customer Declaration Form” available on Citibank website, fill it accurately with the dispute details, and submit it with the necessary supporting documents.
    • If it is a registered mail, you can send your completed CDF to Citibank N.A., Mail Room, Acropolis, 9th Floor, New Door No.148 (Old No.68), Dr. Radhakrishnan Salai, Mylapore, Chennai - 600004.
    • If it is an ordinary mail, you can send your completed CDF to Citibank N.A., P.O. Box No. 4830, Anna Salai Post Office, Chennai - 600002.
    • Please note that you have an option to send your completed CDF via email to retail.dox.india@citi.com instead of posting it.

    What Happens Once You Raise A Citibank Credit Card Dispute?

    Like mentioned earlier, once you have raised a dispute with Citibank via phone or email, the concerned team will investigate the issue. You will receive a written acknowledgment from Citibank to your registered email ID and phone number. You will be given a reference number which you can use to track the status of the dispute at any time.

    If Citibank has all the documents required to investigate the dispute, they will get back to you within the stipulated time with a response. If Citibank accepts your dispute, the amount disputed will be credited back to your account. If Citibank rejects your dispute, you will be asked to pay the amount within the due date. However, during the investigation, if Citibank requires additional information from you or supporting documents, they will ask you to furnish the same.

    At any time during the investigation, if you feel you need to provide additional information regarding your dispute, you can call the CitiPhone number or write an email to retail.dox.india@citi.com.

    Supporting Documents Required To Raise A Citibank Credit Card Dispute

    The supporting documents that you may be required to submit will depend on the type of credit card dispute raised by you. If there is a need for additional documents, Citibank will get in touch with you from time to time requesting you to submit the same. Depending on the type of dispute, some of the documents you may be asked to submit are:

    • A duly-filed Customer Declaration Form
    • Copy of the police complaint (FIR) filed by you in case of lost or stolen credit cards
    • If it is an overseas dispute, a copy of all pages of the passport will be required
    • For all service-related transactions, any proof that indicates your interaction with the merchant will be required
    • For cash not received in ATM, a copy of the withdrawal slip will be required
    • You will be asked to submit a refund note or your bank statement highlighting the refund in case of failed or canceled transaction

    When you raise a dispute with Citibank, please keep all the necessary documents you can gather. This will help the bank resolve your dispute as soon as possible.

    Frequently Asked Questions On Citibank Credit Card Disputes

  • Can I raise a dispute with Citibank if a transaction has been authenticated by PIN or OTP in case of a fraudulent transaction?
  • If you notice any fraudulent activity on your Citibank credit card, please contact CitiPhone Helpline number at 1860 210 2484 or 91 22 4955 2484. The phone banker will be able to tell you if your issue qualifies for a dispute.

  • How soon should I report a dispute?
  • Citibank encourages their credit cardholders to raise a dispute immediately upon identification. However, a dispute has to be raised with all supporting documents within 30 days from the transaction date.

  • How long does it take for my Citibank credit card dispute to be resolved?
  • Citibank follows strict guidelines when it comes to resolving credit card disputes. As per the guidelines of Visa and MasterCard, any credit card dispute has to be resolved within 90 days from the transaction date. However, it takes up to 180 days to resolve any other dispute.

  • If my Citibank credit card statement includes a disputed amount, should I pay the disputed amount though I have raised a dispute?
  • Once you raise a dispute, Citibank will give you a temporary credit equivalent to the disputed amount. You can pay our monthly credit card bill excluding the disputed amount. However, once the issue is resolved, based on the result, the bank may approve or withdraw the temporary credit. If your temporary credit is withdrawn, you will be required to pay the disputed amount.

  • My Citibank credit card got debited twice for the same transaction. What should I do?
  • Please raise a dispute with Citibank. You can CitiPhone at 860 210 2484 / +91 22 4955 2484 or write an email to retail.dox.india@citi.com or send your completed Customer Declaration form which can be downloaded from Citibank’s official website and send it to Citibank N.A., Mail Room, Acropolis, 9th Floor, New Door No.148 (Old No.68), Dr. Radhakrishnan Salai, Mylapore, Chennai - 600004 if it is a registered mail. If it is an ordinary mail, you can send the CDF to Citibank N.A., P.O. Box No. 4830, Anna Salai Post Office, Chennai - 600002.

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