Citibank US Customer Care: How to Get Fast, Secure Help

Official ways to contact Citi in the United States

Citi’s fastest help channels depend on your product. For credit cards and retail banking, the most reliable route is to use the phone number shown on the back of your card or at the top of your statement, or to start a secure chat from the Citi Mobile App or your account on citi.com. Using the in-app or logged-in web options ensures the agent can verify you quickly with a one-time passcode and access your account context.

For lost or stolen cards and suspected fraud, act immediately: lock the card in the Citi Mobile App (Card Settings) and contact Citi using the number on your card or the secure chat option. If you need a branch or ATM, use the locator at citi.com/locations for current hours and services by location. When contacting Citi from outside the U.S., log in to the app or online banking to find the correct collect-call number for your product and region; do not rely on third-party numbers.

• Main site and secure login: citi.com (navigate to Contact Us after login for product-specific numbers and messaging)
• Branch/ATM locator: citi.com/locations
• Social support (public, non-account help only): twitter.com/AskCiti
• If you must mail documents, use the address shown on your latest statement or message Citi securely to request the correct mailing address for your account type and request
• If a complaint cannot be resolved with Citi, you can submit it at consumerfinance.gov/complaint/ (CFPB) or learn more at helpwithmybank.gov (OCC)

What to have ready before you call or chat

Have your Citi card or account number, the last four digits of your SSN or TIN, and access to your mobile phone or email for one-time passcodes. For travel notices, disputes, wire transfers, or credit limit requests, keep exact dates, merchant names, dollar amounts, and any reference IDs on hand. If you’re an authorized user or you manage a joint account, be sure the primary account holder is available for permissions that may be required.

For identity protection, never share full card numbers, CVV codes, PINs, or one-time passcodes in email, social media, or with third parties. Citi will not ask you to disclose your online banking password. If you receive an unexpected call or message requesting credentials, hang up and contact Citi using the number on the back of your card or via the app.

• Credit/debit card help: request card replacement (standard delivery typically several business days; expedited options usually available), add a travel notice, dispute a charge, or set spending alerts in the app
• Bank accounts: report a missing debit card or checks, place a stop payment, request a wire (domestic/outgoing cut-off times vary by branch and time zone), or verify direct-deposit info (routing and account numbers appear on checks and within online banking)
• Fraud and disputes: for credit card billing errors under federal law, send notice within 60 days of the statement date; Citi must acknowledge within 30 days and resolve within two billing cycles (not more than 90 days). For unauthorized electronic fund transfers (debit/ACH), report within 60 days after the statement is sent to preserve protections
• Mortgage or loan servicing: have your loan number, property address, and any correspondence IDs ready; payment assistance and payoff statements typically require identity verification and may take 1–3 business days
• Online access: if locked out, prepare to verify via one-time passcodes; updating your contact info beforehand in the app can streamline recovery

Disputes, claims, and chargebacks: timelines that matter

For credit card disputes (Regulation Z), you must alert Citi within 60 days of the statement date that first showed the error. Citi must acknowledge your dispute within 30 days and resolve it within two billing cycles (not more than 90 days). During investigation, you are not required to pay the disputed amount or related finance charges; however, continue making at least the minimum payment on undisputed balances to keep your account in good standing.

For unauthorized debit card or ACH transactions (Regulation E), report within 60 days after the bank sends your statement to preserve full protections. Citi generally provides provisional credit within 10 business days (up to 20 business days for new accounts), while investigations may take up to 45 days (up to 90 days for new accounts, international transactions, or point-of-sale transactions). Provide any police reports or affidavits promptly if requested.

Accessibility and language support

Customers who are deaf, hard of hearing, or have a speech disability can connect via 711 (Telecommunications Relay Service). Once connected, ask the relay operator to call the official number on the back of your card or presented in your logged-in account. Citi can also provide alternative statement formats (for example, large print) upon request; ask an agent or send a secure message to enable accommodations on your profile.

Spanish-language service is widely available, and interpreter services can be arranged for many other languages. If you prefer a language other than English, state your preference at the start of the call or chat so the agent can route you appropriately. For branch visits, you can schedule an appointment via citi.com/locations and note any language or accessibility needs.

Escalations and complaint pathways

Start by asking the representative to review notes and policies for your specific account package (for example, fee waivers may differ for Citigold, Citi Priority, or other tiers). If your issue remains unresolved, request a supervisor review and ask for a case or reference number. You can also send a secure message summarizing the matter; this creates a documented trail that helps Citi’s escalation teams investigate.

If you still cannot resolve the problem, you can file a complaint with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint/ or by phone at 855-411-2372. Because Citibank, N.A. is a national bank, the Office of the Comptroller of the Currency (OCC) also accepts complaints via helpwithmybank.gov and by phone at 800-613-6743. Keep copies of statements, screenshots, dates, and the Citi case number to speed the review.

Branch and ATM support

Use the locator at citi.com/locations to confirm branch services, hours, and appointment availability. Not all branches provide the same services; wire transfers, notary or Medallion Signature Guarantee services, and safe deposit boxes are available only at select locations and may be limited to existing Citi customers. Weekend hours vary by location and may differ on federal holidays.

When visiting a branch, bring a valid, unexpired government-issued photo ID, and any documents cited by the phone or chat agent (for example, payoff letters, wire instructions, or legal forms). For ATM support, you can find nearby fee-free machines using the locator; note that fees from non-Citi ATMs may apply unless your account package offers rebates. If an ATM retains your card, contact Citi immediately and follow local signage for retrieval procedures.

Fraud, identity theft, and account lockouts

If you suspect fraud, lock your card in the app, review recent transactions, and report the issue through secure chat or by calling the number printed on your card. For identity theft, consider placing free credit freezes with the nationwide credit bureaus and filing an Identity Theft Report at identitytheft.gov. After Citi issues a replacement card or resets online access, update card-on-file details with recurring merchants to prevent payment failures.

To reduce future risk, enable two-step verification, set real-time alerts for purchases, cash withdrawals, and international transactions, and review your contact information under your profile so one-time passcodes reach you reliably. Avoid using public Wi‑Fi for banking, and bookmark citi.com to prevent phishing.

Important addresses and official domains

Citigroup global headquarters: 388 Greenwich Street, New York, NY 10013. This is not a walk-in service center; for customer service by mail, always use the mailing address shown on your latest statement or supplied by a Citi agent for your specific request, since addresses differ by product (credit cards, retail banking, mortgage, etc.).

Official U.S. domains: citi.com and online.citi.com. To stay safe, navigate directly to these domains or use the Citi Mobile App from the Apple App Store or Google Play. Do not follow links in unsolicited emails or texts; instead, log in independently and check Secure Messages for any alerts from Citi.

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.

How do I speak to Citibank Customer Service in the USA?

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).

What number is 1-800-950-5114?

For more information, please login or call Citi Customer Service at 1-800-950-5114 (For TTY: Use 711 or other Relay Service).

Does Citi offer 24-7 Customer Service?

Citi’s Corporate Card Customer Service is on hand to help 24 hours a day, 7 days a week throughout the year. You can contact the appropriate Customer Service representative by calling the number on the back of your card or by visiting the Citi website Contact Customer Service page.