We have the answers.

Deactivate your card immediately by logging in or via our Citi Mobile App.
If you are certain that these transactions were not authorized by you, please call in to our CitiPhone hotline +65 6225 5225

Contact the merchant for further clarifications and/or to acquire the void / cancellation slip.

If the attempt to resolve with the merchant was unsuccessful, you may consider to file a billing dispute. Please complete the Letter of Dispute and with all supporting documents, email it to us at: Singapore.customer.service@citi.com

Do note that by raising a dispute, there may be a halt in goods/services provided by the relevant merchant(s).

After payment is made to a merchant, it is taken to be an agreement between both parties for the exchange of goods and /or services. The Bank is unable to reverse the transaction.

Please contact the merchant directly.

Some of the merchants names might differ from your statement as they are under different corporate umbrellas.

Before you raise a dispute:
1. Consider the date and amount of the transaction.
2. Clarify if the charge was made by your supplementary cardholders (if any).

Contacting the merchant directly is another way to understand more about the charge(s).

Depending on the nature of the dispute, a provisional credit to the extent of the amount disputed may be given and an investigation is initiated. This provisional credit will nullify the effect of the disputed transaction on the total outstanding. This is to ensure that, you are not adversely impacted during the period of investigation.

Based on the outcome of the investigation, the provisional credit may either be made permanent resulting in no liability from your end for the transaction OR reversed, wherein the amount under dispute will be debited back to your account and payable by you.

To proceed in raising a dispute investigation, please log in to send us a secured email or you could call the bank at +65 6225 5225.

A Letter of Dispute (LOD) is a document that enables the bank to file a billing dispute on behalf of the cardmember. In the LOD, the cardmember has to provide details of the disputed transaction, and reasons for raising the dispute.

Submit your LOD and any supporting documents by the stipulated deadline for the Bank to process your dispute case.

Supporting documents are documents that can aid you in your dispute case. Some examples would include: goods and services invoice, credit notes, and cancellations notices.

Please refer to the Letter of Dispute (LOD) for supporting documents applicable to your case.
Submit the LOD and any supporting documents by the stipulated deadline for the Bank to process your dispute case.

In the event of a dispute, Citi is required to investigate and file the charge on your behalf with the Card Association(s). Different Card Associations adhere to independent guidelines and policies.

Factual and supporting evidences will be required from both the merchants and financial institutions involved.

More information can be found in our relevent Citi Cardholder Agreement(s).

The time taken to resolve a disputed transaction may vary depending on the complexity of the case.

Resolution on a dispute may range between approximately 4 weeks for simple cases to about 12 weeks for more complex ones, assuming all required documentation has been promptly provided upon request.

The merchant is responsible in ensuring that the card used for the transaction genuinely belongs to you by validating the signature on the sales slip and on the back of the card.

Having the card present during the transaction is considered to be a legitimate charge, as the Card is deemed to be with you at all times. Therefore, it is important to deactivate your Card the moment you realize it is not with you. Once deactivated, it ensures that your Card cannot be utilized by another. We would also recommend that you report a misplaced card as soon as possible.

Depending on the type of transaction that you are disputing, different documents may be required. However, an indicative list of documents is given below. The Bank will also touch base with you from time to time for any additional documentation/information, as required:

- A Further Letter of Dispute will be sent to you for your completion should we require more information to complete the resolution as per the different Association guidelines.
- For Service related transactions: Please share proof of merchant interaction.
- If the merchant has done a refund: Please include the proof of refund, as provided by the merchant. Example: void charge slip
- For Failed transactions: Please share proof of alternative payment

When the dispute has been resolved your favor, the provisional credit previously given to you will stay permanent.

No further action is required.

Transactions with No Chargeback Rights
1) 3D-Secured transactions
3D- Secured online transactions require you to key in a 3D OTP ('One-Time Pin) as an additional security measure before authorizing the charge.

Keying in the 3D OTP is regarded as an verification of identification provided to the Bank and to the Card Association for your purchase. Thus, the Bank is unable to process such dispute cases on your behalf.

It is important to note that not all online merchants are 3D-secured merchants. This would mean that not all transactions require an OTP to be successfully processed.

2) Point-of-Sale (POS) transactions
The card had been present during the transaction and was inserted into a POS terminal, allowing a transaction to be finalized the moment a customer tenders payment in exchange for goods and/or services. In such situation, the physical Card is considered to be in your possession.It is important to deactivate your Card immediately at your end if you are not able to call into the bank .

Others
3) Insufficient/ Late/ No supporting documents received to justify claims
Factual supporting evidences are required from you when disputing a charge. It is important to submit them timely for the bank to proceed with your dispute case.