Citibank India Customer Care: Numbers, Websites, and How to Get Fast Resolution

What changed after the Axis Bank acquisition

Citibank’s consumer banking business in India (credit cards, retail banking, and consumer loans) was acquired by Axis Bank. The deal was announced in March 2022 and completed on 1 March 2023. The transaction covered roughly 3 million retail customers and about 2.4 million credit cards in force, and enabled servicing through Axis Bank’s national network of thousands of branches and ATMs. The Citi brand continues to appear on legacy cards and communications for many customers, but servicing is now handled by Axis Bank systems and teams.

Institutional businesses (corporate & investment banking, treasury, and trade) remain with Citibank N.A., India. That means there are now two distinct support pathways: one for retail/consumer Citi-branded customers (handled by Axis Bank) and one for Citi’s institutional clients (handled by Citibank N.A.). Using the right contact point will save time and prevent referral loops.

Practically, if you hold a Citi-branded credit card or had a Citi retail account, you should use Axis Bank’s dedicated Citi helplines and pages for servicing. If you are an institutional client, continue to use Citi’s own service channels. The sections below provide the exact phone numbers, links, and escalation paths you’ll need.

How to reach customer care now (phone, web, app)

For Citi-branded retail products now serviced by Axis Bank, the central CitiPhone helpline within India is 1860 210 2484. This number is accessible from most telecom circles; standard local call charges apply (it is not toll-free). From outside India, dial +91 22 4955 2484; international calling charges from your carrier will apply. Lost/stolen card blocking and other emergency card services are available 24×7 via IVR; for general servicing, live-agent availability typically follows India business hours.

Online, the single entry point for Citi retail customers in India is https://www.axisbank.com/citi. You can access FAQs, service requests, and important updates about the transition. Existing Citi credit card users may continue to use the Citi Mobile IN app (Android/iOS) for viewing statements, managing EMI, and raising service requests; if prompted during login, follow the on-screen steps to link to Axis systems. Institutional clients should use https://www.citi.com/india for contact details and digital channels specific to corporate banking.

• Citi retail helpline (India): 1860 210 2484 (local charges may apply; IVR 24×7; agents typically during business hours)
• Citi retail helpline (overseas): +91 22 4955 2484 (international charges apply)
• Citi retail service page: https://www.axisbank.com/citi
• Institutional (Citibank N.A., India): https://www.citi.com/india
• Branch/ATM access for Citi retail customers: use Axis Bank’s locator at https://www.axisbank.com/branch-locator (Axis has 4,900+ branches and 12,000+ ATMs nationwide)

Emergency support: lost card, fraud, unauthorized transactions

If your Citi-branded card is lost, stolen, or you suspect fraud, call 1860 210 2484 immediately (or +91 22 4955 2484 from overseas) and use the IVR to block the card—this works 24×7 and takes only a few minutes. Blocking your card promptly limits liability and prevents further misuse; you can request a replacement card in the same call. If you still have app access, you can also lock the card digitally in the Citi Mobile IN app under card controls.

For online payment fraud in India, report the incident to the national cyber fraud helpline 1930 as soon as possible (ideally within minutes) and file a complaint at https://cybercrime.gov.in. Early reporting significantly improves the chance of freezing funds at beneficiary banks. Note down the complaint reference number and share it with the bank’s fraud team to aid investigation and recalls.

For disputed transactions, raise a chargeback via the app or by calling the helpline. Keep screenshots, OTPs you received (do not share with anyone), and merchant correspondence. Networks typically allow 30–90 days for chargeback resolution depending on case complexity and card scheme; provisional credit may be extended where applicable and reversed if the dispute is not upheld. Monitor SMS/e-mail alerts and respond quickly to any documentation requests to avoid closure due to “no response.”

Escalations and grievance redressal

Start with a formal service request via the Citi Mobile IN app or by calling 1860 210 2484; you should receive a reference number and turnaround time (TAT). For most standard issues (statement copy, fee waiver review, limit change status), TATs range from 1–7 working days. If the deadline passes without resolution, escalate with the reference number.

Second-level escalation for Citi-branded retail products is handled by Axis Bank’s grievance redressal team. You can write to the Principal Nodal Officer, Axis Bank Ltd., Axis House, C-2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025, India. Include your customer ID, card/account number (masked), mobile number, the original complaint reference, and copies of prior correspondence. Expect a written response, typically within 7–15 working days depending on complexity.

If you are unsatisfied after 30 days from first raising the complaint, you may approach the Reserve Bank of India’s Integrated Ombudsman via the Complaint Management System (CMS) at https://cms.rbi.org.in. Upload all documents and bank responses. For institutional banking issues (not retail), contact Citibank N.A., India through the corporate site; the registered office is at First International Financial Centre (FIFC), Plot C-54 & C-55, G-Block, Bandra Kurla Complex, Bandra (East), Mumbai 400098, India.

NRI and international customers

From outside India, the Citi retail helpline is +91 22 4955 2484. Note the time zone difference—India Standard Time (IST) is UTC+5:30. While IVR for card blocking is 24×7, certain agent-assisted services may be available only during Indian business hours. Using a reliable line (not public Wi‑Fi or VoIP with call drops) helps avoid authentication failures.

Keep these details ready before calling: your full name as on the card, date of birth, the last four digits of the card/account, your registered mobile number and e-mail, and any one recent transaction. For address or KYC updates from abroad, the bank may ask for scanned self-attested documents and, in some cases, notarization or embassy attestation depending on the country of residence. E-statements and card controls remain accessible through the Citi Mobile IN app even when roaming.

Service timelines, fees, and practical tips

Replacement cards within India typically dispatch within 1–2 working days after blocking, with delivery in 3–5 working days to metro addresses and 5–7 working days elsewhere. Statement retrieval is immediate in the app for the last 12 months; older statements can usually be requested and arrive by e-mail in 24–48 hours. Limit enhancement requests may require income documents; decisions generally arrive within 3–7 working days after successful document verification.

Most digital services (e-statements, payment via UPI/IMPS/NEFT, card controls) are free. Certain services can carry a charge—such as physical statement reprints, outstation cheque processing, or card replacement delivered to an international address. As fees can change, always refer to the latest Schedule of Charges linked from https://www.axisbank.com/citi before authorizing any chargeable request. Pay card dues before the due date to avoid interest (APR on unpaid balances can exceed 35% p.a. on many Indian credit cards) and late fees.

• Authenticate quickly: answer IVR correctly to get routed to the right desk; keep your customer ID or last 4 digits handy.
• Use secure channels: raise disputes from the app or logged-in web; avoid sharing OTPs/PIN/CVV with anyone, including callers claiming to be from the bank.
• Document everything: store the complaint reference, timestamps, and screenshots; this speeds up escalations and Ombudsman filings.
• Update KYC promptly: Aadhaar/PAN/mobile/e-mail updates ensure you receive real-time alerts; many updates are instant in-app.
• For urgent fraud: block the card via IVR/app, call 1930, and file at https://cybercrime.gov.in; then submit a written dispute to the bank within 3 days.

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.

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.

How to access Citibank India account?

After entering details click on get OTP. You will receive two OTPs one OTP will be shared with you on your registered mobile number and second on your registered.