Consumer Credit Card FAQs

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How can I protect my account while traveling?

  • Remember to get your card back when you are purchasing goods or services.

  • Do not leave your card in hotel rooms or exposed for long periods on restaurant tables. The card number can be copied, even if the card is not taken.

  • Make sure you retain all copies of your receipts when making a purchase.

  • In addition, if your card is lost or stolen, contact us immediately to help reduce any risk. If you are traveling abroad, contact Customer Service at the number on the back of your card to obtain the collect phone number to call for assistance.


How do I delete personal data from the cache?

Here are the steps you can take to ensure that personal information is cleared from your computer's cache: Microsoft® Windows OS 

 Internet Explorer 7 
 1.Click on Tools. 
 2.Choose Internet Options.
 3.Click on "Delete..." in the Browsing History section. 
 4.Click on "Delete Files" at the top and then click on OK. 
 5.After it has finished, click OK. 

 Firefox 2.x 
 1.Click on Tools. 
 2.Select Clear Private Data.
 3.Make sure that the only options selected are Download History and Cache. 
 4.Click on Clear Private Data Now. 

 Firefox 1.5 and 1.0 
 1.From the Tools menu, select Options. 
 2.Click on Privacy.
 3.In 1.5, select the Cache tab, and then click the Clear Cache Now button. In 1.0, next to Cache, click the Clear button, and then click OK.

 Netscape 7.1 and higher
 1.Click on Tools (located at the top of the browser). 
 2.Choose Options, then Click on Privacy. 
 3.Click on Cache, and then click on Clear.

 AOL 7.x and higher 
 1.From the AOL menu, select My AOL. Then choose Preferences. 
 2.Click on the WWW icon. 
 3.Click the General tab and go to the Temporary Internet Files area.
 4.Press Delete Files then select "Delete all offline content." 
 5.Click OK to confirm. 
 6.Press the OK button to exit the AOL Internet Properties window. 

How do I add an Authorized User to my account?

If you are eligible, you may add an Authorized User to your account through the Citi online process. Log into your Citi account online. Go to Account Profile menu and select Add Authorized Users.


How do I remove an Authorized User from my account?

Use the Citi online process to remove an Authorized User. Log into your Citi account online. Go to Account Profile menu and select Manage Authorized Users.

What can't an Authorized User do?

  • Close the account
  • Add another Authorized User
  • Request a lower APR
  • Request a Billing Date Change


What can an Authorized User do?

  • Report any lost or stolen cards
  • Obtain account information
  • Initiate billing disputes
  • Request statement copies
  • Make payments
  • Be granted online access
  • Inquire about fees

Where do I get a dispute form?

  • Log into your Citi account online
  • Locate the charge you wish to dispute in your transaction line on Account Activity and select Dispute this Charge
  • Choose Dispute a Charge from the Payments menu
  • Choose Dispute a Charge from the Help & Contact Us menu

Updating Contact and Account Profile Information

To change your address, please log into your Citi account online, choose the Account Profile menu at the top of this page, then select Edit Contact Information. 

How do I change my name?

If your name has changed or will change within the next 30 days because of marriage, divorce, addition or correction of a middle initial, a suffix or a prefix (other than the addition of Jr. or Sr) complete your request online. Log into your Citi account online. Go to the Account Profile menu at the top of this page, then select Edit Contact Information.If your name change is for any other reason, please submit your request in writing to the address listed in the Contact Us page. Please include the following with your request:              

  • The account number
  • The reason for the change
  • Your signature


Proper documentation should be 1 of the following:              

  • The file number from a naturalization document
  • A copy of your Social Security Number card
  • A copy of your driver's license
  • A payroll receipt
  • A copy of passport


How do I request a credit limit decrease?

Please select Email Customer Service from the Help & Contact Us menu at the top of this page to request a credit limit decrease. Note: Future credit limit increase requests will be subject to account and credit review. 

How do I request a copy of my Card Agreement?

To request a copy of your Card Agreement, please sign on and select the Contact Us tab, then click the "Send message" link under the E-mail section. 

Can I make an online payment the same day I change bank information or enroll?

Yes. However, for your security, you may need to answer additional questions as you make your payment online.
  

How do I report my card lost, stolen or that it was never received?

To report your card lost or stolen, please log into your Citi account online and select the Report a Lost or Stolen Card option under the Help & Contact Us Menu above.

Where can I view my Annual Percentage Rates (APR) online?

You can view the Annual Percentage Rates (APR) for your account on your statement. Log into your Citi account online. Go to the Account Activity menu and select Statements, then choose a statement date to view the APR.

How is my payment applied to my account?

Citi generally applies payments in excess of the Minimum Payment Due to higher APR balances first. However, when you have a deferred interest promotion on your account that is expiring within the next 2-3 billing cycles, Citi will apply your payment first to the Minimum Payment Due and then to the expiring deferred interest promotional balance before other balances. This may allow you to pay off your deferred interest promotional balance before it expires and help you to avoid interest on the deferred interest promotional balance that might otherwise be billed to your account. Payments in excess of the Minimum Payment Due that are received before a deferred interest promotion expires are applied to the deferred interest promotional balance first in the last two billing cycles of the promotional period. If the expiration date of a deferred interest promotion is before the payment due date in the billing cycle in which the deferred interest promotion expires, excess payments received before the deferred interest promotion expires are applied to the deferred interest promotional balance first in the last three billing cycles of the promotional period. 

Can I request to have my payments applied in a different manner?

Citi currently allows you to reallocate payments in excess of the Minimum Payment Due if you have an active deferred interest promotional balance on your account, provided the payment has already been posted to your account. To request reallocation of a payment, please contact Customer Service at the number on the back of your card for assistance. 

How do I avoid interest charges on my deferred interest promotion?

If you wish to avoid interest charges on a deferred interest promotional balance, the entire outstanding promotional balance must be paid in full by the promotion's expiration date. 

What is my credit card account payment address?

To find the payment address for your credit card account, just log into your Citi account online, select Contact Us from the Contact Us menu at the top of the page. 

What are Late Payment Warnings?

Late Payment Warnings are intended to help make credit card customers more aware of payment due dates and of the implications of paying late. We are required to display these warning messages on periodic statements by the CARD Act of 2009 and the revised Truth in Lending Act. 

Am I able to request a hold on my payment?

Citi is unable to hold payments to be applied at a future date. Please allow 5 to 7 days for mailed payments to be received and posted to your account. 

How can I pay my bill immediately?

To make online payments at no charge, click the Payments menu, then click the link to add a payment account or make a payment. For an external source, you'll need your bank account number and ABA routing number to complete the process. This will authorize your bank to electronically debit your checking or savings account to pay your bill. Remember, your payments will not be made automatically unless you enroll in AutoPay. You will need to sign on each month to make a payment request. Please note: If our system cannot validate your bank information after your first payment, you may have to wait up to 15 days to make an additional payment online. 

How is the minimum payment due calculated?

Please review your Card Agreement to determine the minimum payment due calculation. If you would like to request a Card Agreement, please log into your Citi account online and select Email Customer Service from the Help & Contact Us menu to send us your request. 

How long does it usually take for a mailed payment to arrive?

For payments sent by mail, please allow 5-7 days for your payment to reach us. 

What happens if my payment is returned?

If a payment is returned to us, we will submit it a second time for collection of funds. If the payment is declined after the second request, the account will be considered past due if a separate payment is not made by the due date. 

What will happen if I mail my payment to the wrong address?

There may be a delay of up to 5 days in crediting a payment if it is addressed to a location other than the address listed on the return envelope or on the front of the payment coupon. 

When will my consumer credit card payment be credited?

Citi Consumer Credit Cards (does not include Business Credit Cards) Crediting of Payments by Mail: If we receive your payment in proper form at our processing facility by 5 p.m. local time there, it will be credited as of that day. A payment received there in proper form after that time will be credited as of the next day. Allow 5 to 7 days for payments by regular mail to reach us. There may be a delay of up to 5 days in crediting a payment we receive that is not in proper form or not sent to the correct address. 

  • Enclose a valid check or money order. No cash or foreign currency please.
  • Include your name and last four digits of your account number on the front of your check or money order.



For Consumer Credit Cards: Crediting of Payments Other Than By Mail:The payment cutoff time for Online Bill Payments, Phone Payments, and Express mail payments is midnight Eastern time. This means that we will credit your account as of the calendar day, based on Eastern time, that we receive your payment request.

Why haven't you posted or received my payment?

If you sent your payment by check more than 7 days ago, please contact your bank to find out if the check has cleared. If the check has cleared your bank, please request a copy of the front and back. When you receive the copy, please call Customer Service at the number on the back of your card for assistance. 

Am I able to cancel an online payment?

Yes. If your Online Bill Payment or Phone Payment is not being processed, you can edit or cancel scheduled payments online. Online Bill Payment and Phone Payment requests will be processed before midnight ET on the payment date you specified and will be credited to your account as of that calendar day. 

Can I make an online payment the same day I change bank information or enroll?

Yes. However, if our system cannot validate your bank information after your first payment, you may have to wait up to 15 days to make an additional payment online. 

How do I know if my bank accepts electronic debits for online payments?

Check with your bank to make sure they accept electronic debits from your account. Some financial institutions use unique ABA routing and account numbers for electronic payments. To avoid any delay, verify the information with your financial institution before setting up online payments. 

How do I make extra online credit card payments?

You can enroll up to 5 checking or savings accounts and schedule up to 1 payment per day within your current billing cycle. You can also chedule up to 4 future payments to be made beyond your current billing cycle, or 6 if you have a business account. You can still mail payments, or call Customer Service to make a payment by phone.
  

If I set up online payments, can I still mail my payments?

Yes, you can still mail your payments after you set up online payments.

Am I able to change my due date?

To change your Payment Due Date, log into your Citi account online, roll over Tools & Services in the menu above and select "View and Update Card", then choose Change Your Payment Due Date. Please note:

  • You will only see the option to change your payment due date if your account is eligible.
  • You can change this date only once every 3 months.
  • When you change your Payment Due Date, it will take from 1-2 billing cycles, depending on when you make the change


What is my due date?

Your due date is available on the Account Home and Current Activity pages of your online Citi account. 

Why am I being prompted to call Customer Service for promotional details?

You will be prompted to contact Customer Service if more than 20 promotions are available on your account. 

How do I avoid interest charges on my deferred interest promotion?

If you wish to avoid interest charges on a deferred interest promotional balance, the entire outstanding promotional balance must be paid in full by the promotion's expiration date. 

How is my payment applied to my account?

We generally apply payments in excess of the Minimum Payment Due to higher APR balances first. However, when you have a deferred interest promotion on your account that is expiring within the next 2-3 billing cycles, we will apply your payment first to the Minimum Payment Due and then to the expiring deferred interest promotional balance before other balances. This may allow you to pay off your deferred interest promotional balance before it expires and help you to avoid interest on the deferred interest promotional balance that might otherwise be billed to your account. Payments in excess of the Minimum Payment Due that are received before a deferred interest promotion expires are applied to the deferred interest promotional balance first in the last two billing cycles of the promotional period. If the expiration date of a deferred interest promotion is before the payment due date in the billing cycle in which the deferred interest promotion expires, excess payments received before the deferred interest promotion expires are applied to the deferred interest promotional balance first in the last three billing cycles of the promotional period. 

Can I request to have my payments applied in a different manner?

We currently allow you to reallocate payments in excess of the Minimum Payment Due if you have an active deferred interest promotional balance on your account, provided the payment has already been posted to your account. To request reallocation of a payment, please contact Customer Service at the number on the back of your card for assistance.

Why am I not able to view my promotional balance?

You may not be able to view your promotional balance because the promotion may have expired, and the balance has now been transferred into a revolving balance.

How do I report my card lost, stolen or that it was never received?

To report your card lost, stolen, or that it was never received, please select the Report a Lost or Stolen Card Option under the Help & Contact Us Menu above. 

How do I request a replacement card?

To request a replacement card, go to Tools & Services menu at the top of this page and select Order a Replacement Card. 

How do I request statements that are not available online?

Log into your Citi account online, choose Statements and follow the instructions to "Request Archived Statements." Six statements can be requested at a time and will be ready to download in 1 to 2 days. Once available, statements remain online for 7 days. 

Why am I having trouble accessing my online statements?

Your statement may not be available online if it predates the time you became a cardmember, there was no account activity for a particular month or you had a $0 balance prior to 2002. System and product conversions can also affect availability. Also, if you are looking in the Immediately Available statements list on the Statements page, only your 12 most recent months of statements are available. Statements older than 12 months are available in the Archived Statements list. If you have converted accounts or your account number has changed due to lost or stolen cards, you might need to add the account. To do this from your Account Home, log into your Citi account online, click on Add Another Account to This User ID. 

What happens to my statements with a zero balance and no activity?

We do not issue a credit card monthly statement if the account has a zero balance and no activity occured during the billing cycle. 

How do I request a copy of my statement?

To view online statements, log into your Citi account online, choose Statements from the Account Activity Menu. Immediately Available statements will be viewable in PDF format. If your account is eligible, you may request an archived statement on the right hand side of the page. Archived statements will be viewable within 24-48 hours after the request is submitted. 

Why is my available credit less than the difference of my credit limit and balance?

You may have pending Authorizations with merchants. 

Why did I receive additional interest charges after I paid my balance in full?

Please review your Card Agreement for interest charge information. To request a copy of your Card Agreement, please sign on and select the Contact Us tab, then click the “Send message” link under the E-mail section.