Citi Bank Debit Card Customer Care: Expert, Practical Guidance

Official ways to reach Citi for debit card help

The fastest way to reach Citi for debit card assistance is the phone number printed on the back of your card. That number routes your call based on your account type and location, and it’s staffed 24/7 for urgent issues like lost or stolen cards and fraud alerts. Keep your card handy for automated verification, or be prepared to answer security questions.

You can also sign in at https://www.citi.com via desktop or the Citi Mobile App to use secure messaging, live chat (where available), and to lock/unlock your card instantly. If you are unable to access your account or card, the global payment networks can help you block the card and arrange emergency cash in many regions.

• Primary: the phone number on the back of your Citi debit card (available 24/7).
• Visa global assistance (lost/stolen; routes to your issuer): U.S. 1-800-847-2911; outside the U.S. call collect +1-303-967-1096.
• Mastercard Global Service (lost/stolen; routes to your issuer): U.S. 1-800-627-8372; outside the U.S. call collect +1-636-722-7111.
• Website and app: https://www.citi.com (Sign On for secure chat/messages and card controls).
• Citibank, N.A. headquarters (not a service desk): 388 Greenwich Street, New York, NY 10013. Member FDIC (Certificate No. 7213).

Urgent issues: lost/stolen card, suspected fraud, or a blocked transaction

If your card is lost, stolen, or you see a transaction you don’t recognize, act immediately. Use the Citi Mobile App to lock your card and then call the number on the back of your card. If you can’t find the card or don’t have the number, call Visa or Mastercard’s global assistance lines above; they can block your card and connect you to Citi. Quick action limits your liability and may allow emergency cash or an expedited replacement card.

U.S. debit cards are protected under the federal Electronic Fund Transfer Act (Reg E). Your liability depends on how quickly you report the issue. Always document the time and method of your report (phone, app, or message), save any reference numbers the agent provides, and follow up in writing through secure message for a clear record.

• If you report a lost/stolen card within 2 business days of learning of the loss, your maximum liability is $50. If you report after 2 business days but within 60 days of your statement being sent, your liability can be up to $500. If you wait more than 60 days after your statement is sent, you may be liable for all subsequent unauthorized transfers.
• Provisional credit: If Citi needs more time to investigate, they generally must provide provisional credit within 10 business days (20 business days for new accounts) and resolve within 45 days (up to 90 days for foreign or point‑of‑sale transactions or new accounts). You’ll be notified of results within 3 business days of completion.

Disputing a debit card purchase or ATM error

For merchant disputes (e.g., duplicate charge, item not received, or refund not posted), contact the merchant first and keep records of your attempts. If unresolved, open a dispute with Citi through the app or by phone. You typically must notify Citi within 60 days of the date your statement was sent that first showed the error; reporting sooner strengthens your case and can speed provisional credit.

Provide the transaction date, amount, merchant name, what went wrong, and supporting documents (receipts, emails, return tracking, cancellation confirmations). For ATM errors (dispense shortfalls, deposits not credited), note the ATM location, date/time, and keep receipts. Citi will investigate and, when applicable, issue provisional credit under Reg E timelines described above.

Replacement cards, PIN resets, and staying connected while traveling

Replacement cards can be requested 24/7. In the U.S., standard delivery commonly takes 3–5 business days; express options are often 1–2 days where available. Expedited shipping may carry a fee (ranges vary by account and region, often in the $5–$25 range); confirm the exact cost with the agent before authorizing. If your mailing address has changed, update it in the app or with an agent first to avoid delays.

Resetting or changing your PIN can be done in the Citi Mobile App for many card types or via the automated phone system/agent. When traveling, add your mobile number and enable travel notifications in the app to reduce declines due to fraud screening. Your Citi debit card works wherever its network logo (Visa, Mastercard, Cirrus, or Plus) is accepted; carry a backup payment method in case a merchant or ATM is offline.

ATM cash, fees, and accessing emergency funds

Your Citi debit card provides access to cash at ATMs that display your card’s network logos. Use the Citi Mobile App or website ATM locator to find fee‑free options near you; third‑party operators may charge surcharges that are separate from any bank fees. When withdrawing abroad, consider declining “dynamic currency conversion” at the terminal; opting to be charged in the local currency typically yields a more transparent exchange rate.

If your card is compromised while abroad, contact Citi through the in‑app call button or use Visa/Mastercard global assistance to arrange emergency cash and an expedited replacement, subject to local availability and identity verification. Keep your passport, a secondary ID, and recent account activity details handy to speed verification.

Security best practices and account protections

Enable transaction alerts (by amount, in‑person vs. online, and international) in the Citi Mobile App. Alerts help you spot unauthorized activity within minutes and meet the reporting timelines that protect you under Reg E. Review statements monthly; e‑statements are available in your online account profile and can be downloaded as PDFs for your records.

Citibank, N.A. is a Member FDIC, and deposits are insured up to $250,000 per depositor, per ownership category. Debit card fraud affects your checking account balance directly, so keep multi‑factor authentication turned on, avoid public Wi‑Fi for banking, and never share one‑time passcodes. If you receive a suspicious call or text, hang up and dial the number on the back of your card or go to https://www.citi.com directly—do not use links in unsolicited messages.

What to have ready when you contact Citi

Having the right information ready speeds resolution. Prepare the last four digits of your debit card, full name, mailing address, and the best call‑back number. For disputes, gather receipts, order confirmations, and any correspondence with the merchant. For ATM issues, note the ATM address, date/time, and any on‑screen or printed error messages.

Record the date/time of your call, the representative’s first name or ID, and any case or reference numbers. After the call, send a brief summary via secure message within the Citi app or website so you have a written record. This documentation is particularly helpful if your case requires the full 45–90 day investigation window or if you need to escalate.

Does Citibank have 24-7 Customer Service 24 hours?

24/7 Customer Service
Our customer service representatives are available to assist you 24 hours a day, 7 days a week.

Who is 1300 550 216?

Reporting scams
If you believe you have been the victim of a scam, please contact us immediately on 1300 550 216. It’s important that you get in touch with us if: you’ve sent money or authorised a payment due to a suspected scam.

Is 1 800 374 9700 a Citibank number?

For further assistance with your Credit Card account please call 1-800-347-4934. Banking customers can call 1-800-374-9700 (TTY:800-788-0002). We apologize for any inconvenience and thank you for your patience.

What is the phone number for Citibank debit card?

For assistance with your account, please contact Customer Service at 1-800-347-4934 (in Spanish: 1-800-947-9100) (TTY: 1-800-325-2865).