{"id":"citi","page":"https://escalate.alexgaoth.com/#/c/citi","html":"https://escalate.alexgaoth.com/c/citi/","generated":"2026-10-15","company":{"id":"citi","name":"Citi","aliases":["citibank","citibank na","citicards","citi cards","citigroup","citi retail services"],"sector":"bank","parent":"Citigroup Inc.","website":"https://www.citi.com","official_domains":["citi.com"],"security":{"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"eft-error-mail","type":"mail","label":"Electronic fund transfer errors (bank accounts)","value":"Client Research, Citibank Client Services, P.O. Box 769014, San Antonio, Texas 78245-9014","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"lost-card-mail","type":"mail","label":"Lost or stolen Citibank Banking Card, or unauthorized transfer (bank accounts)","value":"Citibank Client Services, P.O. Box 769004, San Antonio, Texas 78245-9989","purposes":["unauthorized_charge","fraud"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious emails and texts claiming to be Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"id":"double-cash-phone","type":"phone","label":"Citi Double Cash Card contact phone","value":"+1-855-473-4583","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","notes":"Listed in the \"Contact Phone\" column of Citi's card agreements page. For any card, the number on the back of the card is the primary line.","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"costco-card-phone","type":"phone","label":"Costco Anywhere Visa Card by Citi contact phone","value":"+1-855-378-6467","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"strata-phone","type":"phone","label":"Citi Strata, Strata Student and Strata Premier contact phone","value":"+1-800-842-6596","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"simplicity-diamond-phone","type":"phone","label":"Citi Simplicity and Citi Diamond Preferred contact phone","value":"+1-800-823-4086","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"aadvantage-phone","type":"phone","label":"Citi / AAdvantage cards contact phone (1-888-766-CITI)","value":"+1-888-766-2484","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"home-depot-card-phone","type":"phone","label":"The Home Depot Consumer Credit Card contact phone","value":"+1-800-677-0232","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"macys-card-phone","type":"phone","label":"Macy's Credit Card contact phone","value":"+1-866-593-2543","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"best-buy-card-phone","type":"phone","label":"My Best Buy Credit Card and My Best Buy Visa contact phone","value":"+1-888-574-1301","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Citi online account (secure messages, disputes, request a copy of your card agreement)","value":"https://online.citi.com/US/ag/contactus","purposes":["transaction_dispute","billing_error"],"access":"login","source":"https://www.citi.com/credit-cards/sitemap","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone","note":"Or the number on the back of the card; per-card numbers are listed below."},{"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Write to the billing inquiries address on the front of your statement within 60 days. A phone call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Find the address for billing inquiries and correspondence on the front of your statement."},{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is a mistake, within 60 days after the error appeared."},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before the payment date."},{"do":"If Citi does not answer or correct it within the legal timelines, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Citi must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the bill is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Try the merchant, then dispute with Citi in writing at the statement's billing inquiries address.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try to resolve the problem with the merchant first and keep proof."},{"do":"Write to the billing inquiries address on your statement, or start a dispute after signing in.","channel":"online-account"},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"To withhold payment for a bad purchase, you must have tried in good faith to fix it with the merchant, the purchase must be over $50 and in your home state or within 100 miles of your mailing address (unless Citi mailed the ad), and you must not have fully paid for it; then write to Citi.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Citi to report a lost or stolen card or unauthorized use.","channel":"card-services-phone"},{"do":"For a Citibank debit (Banking) card, call CitiPhone Banking (24/7).","channel":"citiphone-banking"},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Citi card agreement says you must call Citi if a card is lost or stolen, or if you think someone has used or may use it without permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the card type and forward scam messages to spoof@citi.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For a credit card, call Citi credit cards.","channel":"card-services-phone"},{"do":"For a debit card or bank account, call CitiPhone Banking.","channel":"citiphone-banking"},{"do":"Forward suspicious emails and texts.","channel":"spoof-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Citi does not act.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"For electronic fund transfer errors on Citibank deposit accounts, Citi must hear from you no later than sixty (60) days after it sent the first statement on which the problem appeared.","issues":["fraud","unauthorized_charge","transaction_dispute"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Citi may freeze an account in a dispute or suspected fraud, and may close it at any time; ask what proof releases the funds.","evidence":["notices from Citi","balance at freeze or closure","proof of ownership and authority over the account"],"steps":[{"do":"Call CitiPhone Banking and ask why the account is frozen and what written proof Citi needs to release it.","channel":"citiphone-banking"},{"do":"Send the requested proof, and ask in writing when and how the balance will be paid if the account is closed."},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"If ownership or authority over an account is uncertain, an agency asks for a freeze over suspected elder abuse, or Citi believes a transaction may be fraudulent or unlawful, Citi may freeze the account and refuse transactions until it receives satisfactory written proof of each person's right to the funds.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi may close a deposit account at any time with or without cause; it then remits the balance minus any amounts owed to Citi.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."]},"playbooks":{"billing_error":{"company":{"id":"citi","name":"Citi","sector":"bank","website":"https://www.citi.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write to the billing inquiries address on the front of your statement within 60 days. A phone call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Find the address for billing inquiries and correspondence on the front of your statement."},{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is a mistake, within 60 days after the error appeared."},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before the payment date."},{"do":"If Citi does not answer or correct it within the legal timelines, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"double-cash-phone","type":"phone","label":"Citi Double Cash Card contact phone","value":"+1-855-473-4583","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","notes":"Listed in the \"Contact Phone\" column of Citi's card agreements page. For any card, the number on the back of the card is the primary line.","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"costco-card-phone","type":"phone","label":"Costco Anywhere Visa Card by Citi contact phone","value":"+1-855-378-6467","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"strata-phone","type":"phone","label":"Citi Strata, Strata Student and Strata Premier contact phone","value":"+1-800-842-6596","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"simplicity-diamond-phone","type":"phone","label":"Citi Simplicity and Citi Diamond Preferred contact phone","value":"+1-800-823-4086","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"aadvantage-phone","type":"phone","label":"Citi / AAdvantage cards contact phone (1-888-766-CITI)","value":"+1-888-766-2484","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"home-depot-card-phone","type":"phone","label":"The Home Depot Consumer Credit Card contact phone","value":"+1-800-677-0232","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"macys-card-phone","type":"phone","label":"Macy's Credit Card contact phone","value":"+1-866-593-2543","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"best-buy-card-phone","type":"phone","label":"My Best Buy Credit Card and My Best Buy Visa contact phone","value":"+1-888-574-1301","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Citi online account (secure messages, disputes, request a copy of your card agreement)","value":"https://online.citi.com/US/ag/contactus","purposes":["transaction_dispute","billing_error"],"access":"login","source":"https://www.citi.com/credit-cards/sitemap","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Citi must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the bill is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","warnings":[]},"transaction_dispute":{"company":{"id":"citi","name":"Citi","sector":"bank","website":"https://www.citi.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Try the merchant, then dispute with Citi in writing at the statement's billing inquiries address.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try to resolve the problem with the merchant first and keep proof."},{"do":"Write to the billing inquiries address on your statement, or start a dispute after signing in.","channel":{"id":"online-account","type":"portal","label":"Citi online account (secure messages, disputes, request a copy of your card agreement)","value":"https://online.citi.com/US/ag/contactus","purposes":["transaction_dispute","billing_error"],"access":"login","source":"https://www.citi.com/credit-cards/sitemap","last_verified":"2026-10-12"}},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"eft-error-mail","type":"mail","label":"Electronic fund transfer errors (bank accounts)","value":"Client Research, Citibank Client Services, P.O. Box 769014, San Antonio, Texas 78245-9014","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"double-cash-phone","type":"phone","label":"Citi Double Cash Card contact phone","value":"+1-855-473-4583","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","notes":"Listed in the \"Contact Phone\" column of Citi's card agreements page. For any card, the number on the back of the card is the primary line.","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"costco-card-phone","type":"phone","label":"Costco Anywhere Visa Card by Citi contact phone","value":"+1-855-378-6467","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"strata-phone","type":"phone","label":"Citi Strata, Strata Student and Strata Premier contact phone","value":"+1-800-842-6596","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"simplicity-diamond-phone","type":"phone","label":"Citi Simplicity and Citi Diamond Preferred contact phone","value":"+1-800-823-4086","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"aadvantage-phone","type":"phone","label":"Citi / AAdvantage cards contact phone (1-888-766-CITI)","value":"+1-888-766-2484","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"home-depot-card-phone","type":"phone","label":"The Home Depot Consumer Credit Card contact phone","value":"+1-800-677-0232","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"macys-card-phone","type":"phone","label":"Macy's Credit Card contact phone","value":"+1-866-593-2543","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"best-buy-card-phone","type":"phone","label":"My Best Buy Credit Card and My Best Buy Visa contact phone","value":"+1-888-574-1301","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Citi online account (secure messages, disputes, request a copy of your card agreement)","value":"https://online.citi.com/US/ag/contactus","purposes":["transaction_dispute","billing_error"],"access":"login","source":"https://www.citi.com/credit-cards/sitemap","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"To withhold payment for a bad purchase, you must have tried in good faith to fix it with the merchant, the purchase must be over $50 and in your home state or within 100 miles of your mailing address (unless Citi mailed the ad), and you must not have fully paid for it; then write to Citi.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","warnings":[]},"unauthorized_charge":{"company":{"id":"citi","name":"Citi","sector":"bank","website":"https://www.citi.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Citi to report a lost or stolen card or unauthorized use.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"do":"For a Citibank debit (Banking) card, call CitiPhone Banking (24/7).","channel":{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"eft-error-mail","type":"mail","label":"Electronic fund transfer errors (bank accounts)","value":"Client Research, Citibank Client Services, P.O. Box 769014, San Antonio, Texas 78245-9014","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"lost-card-mail","type":"mail","label":"Lost or stolen Citibank Banking Card, or unauthorized transfer (bank accounts)","value":"Citibank Client Services, P.O. Box 769004, San Antonio, Texas 78245-9989","purposes":["unauthorized_charge","fraud"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"double-cash-phone","type":"phone","label":"Citi Double Cash Card contact phone","value":"+1-855-473-4583","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","notes":"Listed in the \"Contact Phone\" column of Citi's card agreements page. For any card, the number on the back of the card is the primary line.","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"costco-card-phone","type":"phone","label":"Costco Anywhere Visa Card by Citi contact phone","value":"+1-855-378-6467","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"strata-phone","type":"phone","label":"Citi Strata, Strata Student and Strata Premier contact phone","value":"+1-800-842-6596","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"simplicity-diamond-phone","type":"phone","label":"Citi Simplicity and Citi Diamond Preferred contact phone","value":"+1-800-823-4086","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"aadvantage-phone","type":"phone","label":"Citi / AAdvantage cards contact phone (1-888-766-CITI)","value":"+1-888-766-2484","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"home-depot-card-phone","type":"phone","label":"The Home Depot Consumer Credit Card contact phone","value":"+1-800-677-0232","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"macys-card-phone","type":"phone","label":"Macy's Credit Card contact phone","value":"+1-866-593-2543","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"best-buy-card-phone","type":"phone","label":"My Best Buy Credit Card and My Best Buy Visa contact phone","value":"+1-888-574-1301","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Citi card agreement says you must call Citi if a card is lost or stolen, or if you think someone has used or may use it without permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","warnings":[]},"fraud":{"company":{"id":"citi","name":"Citi","sector":"bank","website":"https://www.citi.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the line for the card type and forward scam messages to spoof@citi.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For a credit card, call Citi credit cards.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"do":"For a debit card or bank account, call CitiPhone Banking.","channel":{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}},{"do":"Forward suspicious emails and texts.","channel":{"id":"spoof-email","type":"email","label":"Forward suspicious emails and texts claiming to be Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Citi does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"lost-card-mail","type":"mail","label":"Lost or stolen Citibank Banking Card, or unauthorized transfer (bank accounts)","value":"Citibank Client Services, P.O. Box 769004, San Antonio, Texas 78245-9989","purposes":["unauthorized_charge","fraud"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious emails and texts claiming to be Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For electronic fund transfer errors on Citibank deposit accounts, Citi must hear from you no later than sixty (60) days after it sent the first statement on which the problem appeared.","issues":["fraud","unauthorized_charge","transaction_dispute"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","warnings":[]},"frozen_funds":{"company":{"id":"citi","name":"Citi","sector":"bank","website":"https://www.citi.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Citi may freeze an account in a dispute or suspected fraud, and may close it at any time; ask what proof releases the funds.","evidence":["notices from Citi","balance at freeze or closure","proof of ownership and authority over the account"],"steps":[{"do":"Call CitiPhone Banking and ask why the account is frozen and what written proof Citi needs to release it.","channel":{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}},{"do":"Send the requested proof, and ask in writing when and how the balance will be paid if the account is closed."},{"do":"If the funds are not released, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If ownership or authority over an account is uncertain, an agency asks for a freeze over suspected elder abuse, or Citi believes a transaction may be fraudulent or unlawful, Citi may freeze the account and refuse transactions until it receives satisfactory written proof of each person's right to the funds.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi may close a deposit account at any time with or without cause; it then remits the balance minus any amounts owed to Citi.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Or the number on the back of the card; per-card numbers are listed below.","channel":{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement.","candidate_channels":["spoof-email","online-account"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"security":{"official_domains":["citi.com"],"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":32},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Citi — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/citi.md","markdown":"## In short\n\nMost Citi complaints are about credit cards, including the store cards Citi issues. Put a billing error in writing to the address on your statement, because a call alone does not start your legal rights. A CFPB complaint has worked well at Citi: in the 12 months to June 2026, 46.9% of CFPB complaints closed with relief, a higher share than Chase, Bank of America, Wells Fargo, Capital One, American Express or Synchrony. For online account takeovers and wire fraud, the New York Attorney General is suing Citi over denied reimbursements, and in January 2025 a court found that the federal Electronic Fund Transfer Act applies to unauthorized wires from Citi consumer accounts. Citi is a national bank, so the OCC is the next rung.\n\n## How complaints actually go\n\n- Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate and you may have to pay the amount. Citi's file in this registry lists the per-card phone numbers. [Citi Double Cash card agreement (CFPB database)](https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf)\n- A CFPB complaint goes to Citi for a response, generally within 15 days; a response after 15 days (or after 60 days if Citi asks for more time) is recorded as not timely. In the 12 months to June 2026, 1 of 23,119 Citi complaints was not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Citibank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after Citi's own channel fails: in the 12 months to June 2026, 10,850 of 23,119 complaints (46.9%) closed with relief, 4,317 (18.7%) of them with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For an unauthorized wire or online transfer from a Citi consumer account, claim reimbursement under the Electronic Fund Transfer Act. On January 21, 2025 a federal judge denied Citi's motion to dismiss the New York Attorney General's core claims and found that the Act applied to unauthorized wire transfers made through Citi's consumer accounts. [NY Attorney General, January 21, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-announces-court-win-allowing-lawsuit-against-citibank)\n- If Citi denies a fraud claim, complain to your state attorney general as well as the CFPB. The New York Attorney General's lawsuit (filed January 30, 2024) seeks repayment with interest for customers denied reimbursement in the last six years. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n\n## Traps and fine print\n\n- The New York Attorney General alleges that Citi required fraud victims to visit a branch and sign affidavits, then used those statements to blame customers and deny claims. Read any affidavit before you sign it and keep a copy. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n- If Citi decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Citi can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Store cards cost more. In December 2024, new cards from the top 100 retailers had an average APR of 32.66%; Citi is one of four banks that issue more than 80% of store cards. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- The CFPB's 2023 order against Citi over national-origin discrimination in card applications ($1.4 million redress, $24.5 million penalty) was terminated on October 16, 2025. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/citibank-n-a/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"CITIBANK, N.A.\": 23,119. Top products: credit card 10,884, credit reporting 4,955, checking or savings 3,640, debt collection 3,055. Top issues: a purchase shown on a statement 4,170, incorrect information on a report 3,057, managing an account 2,095, negative or legal action taken or threatened 1,479, fees or interest 1,153. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,119 complaints, 12,269 (53.1%) closed with explanation, 6,533 (28.3%) with non-monetary relief and 4,317 (18.7%) with monetary relief. 23,118 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Account takeover by text or call: in cases the New York Attorney General describes, a text that appeared to come from Citi sent a customer to a website, and a caller said the account was suspended and offered to send \"Citi codes\". Scammers then changed passwords, moved savings into checking, enrolled the account in online wires and sent wires, including one of $40,000. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n- Citi's fraud prevention page says Citi does not ask for your PIN, and lists spoof@citi.com for forwarding suspicious emails and texts. [Citi: fraud prevention](https://citicards.citi.com/cbol/fraudprevention/default.htm)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}