Citibank Customer Care India: A 2025 Expert Guide

Citibank operates in India primarily through Citibank N.A. for institutional banking, while its consumer banking business (credit cards, retail banking, and consumer loans) was acquired by Axis Bank. The transition was formally completed in March 2023, and most day-to-day service for former Citi consumer customers continues through established Citi channels, with some services gradually moving to Axis platforms. This guide explains exactly whom to contact, how to escalate, what timelines to expect, and how to handle emergencies like card loss or fraud.

Whether you are an existing Citibank N.A. corporate client or a former Citi retail customer now serviced by Axis Bank, you will find current, practical, and verifiable contact details and processes below. Where charges may apply (for example, calls to “1860” numbers), we call that out explicitly so you can choose the most cost-effective channel.

Who handles Citi customer care in India today?

In April 2021, Citigroup announced its plan to exit consumer banking in 13 markets including India. On March 1, 2023, Axis Bank completed the acquisition of Citibank India’s consumer business for a consideration publicly reported at approximately USD 1.6 billion (about INR 12,000 crore at the time), covering credit cards, retail banking, wealth management, and consumer loans. As part of this transition, credit card and banking relationships for retail customers moved to Axis Bank systems in phases while preserving card numbers and limits during the interim.

Practically, if you hold a Citibank-branded consumer credit card or had a retail account that migrated, you can still use Citi’s digital channels and CitiPhone to service most needs. If your plastic or statements now show Axis Bank branding, you can also use Axis Bank’s customer care channels. Citibank N.A. continues to serve corporate, institutional, and commercial clients directly; those clients should use Citibank’s institutional service desks and relationship management contacts.

Definitive contact details (2025)

The numbers below are in regular use as of 2025. “1860” lines in India are charged at standard operator rates (they are not toll-free). When calling from outside India, use the Mumbai STD code or the full international format. Digital channels remain the fastest for routine requests.

• CitiPhone (India, 24×7; cards and consumer services): 1860 210 2484 (charges per your plan; not reachable from some VOIP/overseas lines)
• CitiPhone (from overseas/NRI): +91 22 4955 2484 (standard international call charges apply)
• Citibank Online (India): https://www.online.citibank.co.in (Contact Us and Secure Messaging available after login)
• Citi Mobile app (India): “Citi Mobile India” on iOS/Android; supports secure chat, card controls, and instant service requests
• Axis Bank helplines for erstwhile Citi consumer customers (if your card/account now shows Axis branding): 1860 419 5555 or 1860 500 5555 (24×7, standard charges)
• Citibank N.A. India Corporate Office (for correspondence, not a walk-in branch): First International Financial Centre (FIFC), C-54 & 55, G Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051

Tip: If you cannot reach the 1860 line from your operator, dial +91 22 4955 2484 even within India; most mobile plans treat it as a standard Mumbai landline call. For privacy-sensitive issues, use the in-app Secure Messaging feature instead of email—Citi discourages sending account details over unsecured email.

What to call for: common requests and realistic timelines

Routine card servicing—PIN reset, statement copies for up to 12–18 months, address/contact updates, charge dispute initiation, and reward redemption—can usually be done instantly in the Citi Mobile app or via Citibank Online. If you prefer phone, IVR options can handle PIN regeneration and card blocking immediately; agent-assisted requests typically conclude within one call.

Service timelines vary by request type: address/contact changes reflect within 24–48 hours after verification; domestic charge disputes on card transactions are acknowledged immediately and typically investigated within 30 days (up to 90 days for cross-border or complex cases, per card network rules). Duplicate statement or interest/fee waiver reviews are usually resolved within 3–7 working days, with SMS/email updates sent upon closure. If you had a Citi consumer loan migrated to Axis, foreclosure letters and loan statements are issued by Axis; expect 2–5 working days after request.

Blocking a lost/stolen card or reporting fraud

For a lost or stolen card, call 1860 210 2484 (or +91 22 4955 2484 from overseas) and use the IVR “Block Card” option for instant hotlisting—this immediately prevents further authorizations. You can also block the card in seconds via the Citi Mobile app: Card Controls > Temporarily Lock or Permanently Block. If you still see pending authorizations, they will generally reverse automatically if not captured by the merchant; confirmed postings can be disputed.

Under RBI’s liability rules for unauthorized electronic transactions, you have zero liability if you report the loss/fraud within three working days of learning about it; limited liability may apply thereafter depending on delay and negligence. File a dispute through the app/online (preferred for documentation) or with a CitiPhone agent; you’ll receive an acknowledgment with a reference number. Provisional credit may be extended in certain fraud cases during investigation; final resolution can take up to 90 days for international transactions.

Escalation matrix and regulatory recourse

If a request remains unresolved or you disagree with the outcome, escalate systematically. Keep your reference numbers, dates, and supporting documents handy (screenshots, emails, charge slips). Most issues resolve at Level 1, but knowing the next steps saves time in edge cases.

• Level 1 (Frontline): Citi Mobile in-app chat or CitiPhone at 1860 210 2484. Ask for a Service Request (SR) ID and the promised turnaround time.
• Level 2 (Grievance redressal): Use the “Grievance Redressal” link under Contact Us at https://www.online.citibank.co.in to write to the bank’s grievance team via secure webform. Attach evidence and prior SR IDs. Expect a response within 7–10 working days.
• Level 3 (Principal Nodal Officer): If unsatisfied after Level 2 or no reply within 30 days, escalate to the Principal Nodal Officer via the same Grievance page. Clearly state the relief sought (e.g., fee reversal of INR X, closure letter, corrected credit bureau update).
• RBI Integrated Ombudsman Scheme (external): If still unresolved after 30 days from first complaint or you are dissatisfied with the bank’s final response, lodge a complaint at https://cms.rbi.org.in. Keep copies of all correspondence; the Ombudsman typically examines cases within 30–60 days.

Note: For migrated retail products now branded Axis Bank, you may use Axis’s grievance mechanism (Level 1 branch/phone, Level 2 Nodal Officer via https://www.axisbank.com/support) and then the RBI Ombudsman if needed. The 30-day rule before approaching RBI applies similarly.

Fees, charges, and verification expectations

Calls to 1860 numbers are billed by your telecom provider at local/national rates and are not toll-free. International calls to +91 22 4955 2484 incur your operator’s ISD charges. There is no fee for using Citi Mobile or Citibank Online. Replacement cards for loss/damage may carry a reissuance fee as per your card’s schedule of charges; fee waivers can be requested but are discretionary.

For security, be ready to verify your identity with a combination of details (last transactions, date of birth, registered mobile/email, or OTP). Citi will never ask for your full card number, CVV, or OTP over an unsolicited call. When in doubt, hang up and call back using the numbers listed above.

Practical tips to get faster resolution

Log in to the Citi Mobile app before you call; many requests are one-tap (temporary card lock/unlock, PIN reset, email update). For disputes, submit via the app so you can attach proof and track status; this often trims a few days from manual back-and-forth. If you must call, avoid peak hours (typically 10:00–13:00 IST on Mondays) to reduce wait time.

Keep these at hand: your last two billed amounts and dates, the exact disputed transaction details (amount, date, merchant), and any travel notices if you are abroad. For credit bureau corrections, ask explicitly for the “DPD/Status update to credit bureaus” in the SR; banks push bureau updates in cycles (usually weekly), and you can expect to see changes reflected at CIBIL/Experian within 15–30 days after resolution.

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.

Is Citibank available in India?

Citibank India is the Indian subsidiary of Citigroup. In March 2023, Citibank India’s consumer banking division was sold to Axis Bank. After the sale, Citibank India continued to provide corporate and institutional banking services in the country.

How can I email Citibank India?

An email explaining the query can be sent to [email protected]. The email should also mention the complaint number generated in Level 1. Head Customer Care can also be reached on 044-28501242 or 022 4955 2425 between 10:00 AM and 6:00 PM IST (Monday to Saturday).

Can I chat with Citibank customer care live chat?

Chat With Us Online
Log in to Citi Online to chat with us. Contact the NRS through your preferred call channel detailed on NRS call numbers and links. Interpreter services for customers with limited English.