Self-Service Banking Tips

To share with us your concerns or complaints, you may call our CitiPhone Hotline (65) 6225-5225 or (65) 6224-5757 (for International Personal Bank Clients), from Mondays to Fridays, between 8a.m. to 8p.m. 

To report a fraud or scam, please contact us immediately at:

(1) Citibank Fraud hotline: (65) 6337 5519 OR

(2) CitiPhone hotline: (65) 6225 5225 or (65) 6224-5757 (for International Personal Bank Clients) 

  What should you do?
Scenario 1:
If you receive an SMS from Citibank (Sender number: 72484) to authorise a charge on your card/account.		 Reply 1
if the charge was authorised by you. Reply 2 if the charge was not authorised by you.

You may also call Citibank at (65) 6337 5519
Scenario 2:
If you receive any suspicious communications claiming to be from Citibank		 Step 1:
Please do not click on any links provided or provide any personal and banking information to anyone over unsolicited calls or on a suspicious website.

Step 2:
Contact the CitiPhone hotline at (65) 6225 5225 or (65) 6224-5757 (for International Personal Bank Clients) to report on the alleged scam or to verify if the communications are legitimate.
Scenario 3:
If you suspect or detect that your account is being compromised.		 Step 1:
If you suspect that your card details have been compromised, please temporarily lock your card via the Citi Mobile® App so that no one else can use it.

To lock your card, click “Manage” on your card on the Citi Mobile® App.

Step 2:
Contact the Citibank Fraud hotline at (65) 6337 5519 to report on the scam accident and provide the relevant details to our fraud agents:

  • • Approximate date and time of the alleged scam or fraud
  • • Channel that the scammer used (phone call, SMS, email, e-commerce platform)
  • • A copy of the scam message if available
  • • What was the information provided to the scammer
Scenario 4:
If you misplaced your card or your card is lost or stolen		 Step 1:
Temporarily lock your card via the Citi Mobile® App so that no one else can use it. You may unlock your card easily on the Citi Mobile® App when you need to.

Step 2:
Report as lost or stolen via the Citi Mobile® App
To lock your card or report as lost or stolen, click “Manage” on your card on the Citi Mobile® App.

Please refer to FAQ section on Credit Cards.

Please refer to Transaction Disputes.

Please refer to FAQ section on Payments & Transfers.

DIGITAL BANKING

Please refer to Registration.

Please refer to Authentication.

Please refer to e-Statements and Advices.

Please refer to Update Personal Information.

Please refer to Global View of Accounts.

Please refer to What are you looking to do? section on Digital Banking.

Life changes, and so will your needs. At every stage of life, the Citi Mobile® App empowers you to manage your finances and wealth with ease and confidence. 

Power your wealth, your way. Tap the potential of your money and wealth, anytime anywhere. 

Features of the Citi Mobile® App

Quick Account Updates

Quick Account Updates

Review all your account activities and get to your favourite functions, faster.

Everyday Banking

Everyday Banking

  • Transfer money instantly
  • Pay bills and credit cards
  • View transactions and statements
Account Management

Account Management

  • Update your address, mobile number and email
  • Set up or reset ATM PIN
Manage Finances

Manage Finances

  • Convert your unutilized credit cards limit into an instalment loan*
  • Convert your credit card purchases or monthly bills into affordable instalments
Investment & Trading

Investment & Trading

  • Trade stocks and foreign currencies
  • Invest in Time Deposits

*Citibank Quick Cash Terms and Conditions apply

When calling Citibank, you will be required to enter your NRIC, card number or customer number as identification. To perform self-service banking, you will need to enter your Telephone PIN.

You can change your Telephone PIN via our self-service banking. If you do not have a Telephone PIN, speak to our Customer Service Officer to request for a TPIN.

Your Telephone PIN should be kept private and secure to ensure that your account information is protected.

Please refer to Authentication page.

Your feedback is very important to help us seek opportunities for continuous improvements and to meet your needs on the products and services that we offer. You may reach us at the following channels to raise any concerns or complaints.

Getting started is easy and simple. All you need to gain access to self-service phone banking is:

  • Your NRIC, 15 or 16 digit card number or 10 digit customer number
  • Your Telephone PIN (TPIN)
  • Your One Time PIN (OTP) which will be sent to you via your registered mobile number

For specific enquiries, please refer to the contact numbers below:

Destination Toll-Free Number
USA 1877 228 5936
Australia 1800 141 073
Malaysia 1800 80 1052
United Kingdom 0800 169 9193
Hong Kong 800 90 0181

Product Number Hours
Main (65) 6225 5225 or (65) 6224-5757 (for International Personal Bank Clients)  8AM to 8PM
Fraud (65) 6337 5519 24/7
Ultima (65) 6225 5222 24/7
Citi Prestige (65) 6337 2484 24/7
Citibusiness (65) 6238 8833 8AM to 8PM
Citigold (65) 6225 5226 24/7
Citigold Private Client (65) 6388 3388 24/7
International Personal Banking Main (65) 6224 5757 24/7
International Personal Banking Citigold (65) 6323 3200 24/7
International Personal Banking Citigold Private Client (65) 6732 2288 24/7
Card activation (65) 6334 2484 24/7
Credit card application (65) 6363 6666 24/7
Loan application (65) 6238 8888 24/7
Home loan (65) 6238 8838 24/7
Safe Deposit Box (65) 6328 8643 Monday to Friday
9.30am to 6.30pm
Collections (Cards &
Ready Credit)		 (65) 6395 0010 9am to 5.30pm
Collections (Mortgages
& Auto Loan)		 (65) 6395 0014 9am to 5.30pm

Using Mass Messaging and live chat

Enjoy faster service and personalized assistance by messaging us on the Citi Mobile® App. Learn more here.

Get in touch with your relationship manager in the Citi Mobile® App via live chat.

To share with us your concerns or complaints, you may reach us by sending a Secured Message.

Secured Message

Send us a Secured Email:

- Login to Citibank Online with your Username and Password.

- Go to My Mailbox section, located at the top right of your account summary page.

- Authenticate via QR code or key in your One-Time PIN (OTP) when prompted.

- Select the type of query, compose and send us your message.

- Our customer service officers will endeavor to reply to your query via Secured Message as soon as we can.
Investment/ Insurance Feedback

Investment/ Insurance Feedback

Your feedback is very important to help us seek opportunities for continuous improvements and to meet your needs on the products and services that we offer.

If you would like to share with us your concerns or feedback relating to investment/insurance products or services received from the Bank, please call our CitiPhone Banking at (65) 6225-5225 or (65) 6224-5757 (for International Personal Bank Clients), from Mondays to Fridays, between 8a.m. to 8p.m. or email us at customerservice@citibank.com.sg or customerservice@info.ipb.citibank.com.sg (for International Personal Bank Clients). Your feedback will be handled and reviewed by an independent investigation unit within the Bank

  • Upon receipt of your feedback, an email acknowledgment will be provided to you within 2 business days.
  • Our officers may reach out to you to gather more information related to your feedback.
  • We will keep you informed of the investigation status within 20 business days from the receipt of your feedback.
  • In the event more time is required for the investigation, we will keep you updated on the progress of the investigation.
  • The Bank’s final investigation outcome will be provided in a written response to you.
  • 1.If despite our best efforts, you believe that we have not addressed your concerns, you may seek assistance from the Financial Industry Disputes Resolution Centre (“FIDReC”). More information is available on www.fidrec.com.sg.

FIDReC

(Financial Industry Disputes Resolution Centre Ltd.)

If despite all our best efforts, and after your concerns have been raised to our Customer Service Head and you believe that we have not addressed your concerns satisfactorily, you may seek assistance of FIDReC for an external independent review.

The jurisdiction of FIDReC in adjudicating disputes between banks and consumers is up to S$150,000.

At present, FIDReC's services are available to all consumers who are individuals or sole-proprietors.

For further information on FIDReC and its contact details please refer to the following website: http://fidrec.com.sg/website/index.html

Important Information

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Citi is not responsible for the products, services or facilities provided and/or owned by other companies.