Customer Care for Citibank India: 2025 Expert Guide

What changed for Citi customers in India since 2023

Citigroup announced its exit from India consumer banking in April 2021 and signed a definitive agreement with Axis Bank on 30 March 2022. The transfer of Citi’s India consumer business to Axis Bank became effective on 1 March 2023. From that date, Citi-branded retail products in India (credit cards, retail accounts, loans, and wealth products for individuals) have been serviced by Axis Bank. You will still see the Citi brand on many cards, but operationally your customer support is now handled by Axis Bank.

Institutional businesses—such as transaction banking, markets and securities services, and corporate lending—continue to be offered by Citibank N.A., India. If you are a corporate or institutional client, your relationship manager and Citi channels (e.g., CitiDirect) remain your primary support routes. Consumer enquiries, however, should be directed to Axis Bank’s Citi customer pages and helplines.

Start with Axis Bank’s dedicated information hub for former Citi consumer customers: https://www.axisbank.com/citi. This page consolidates FAQs, service updates, and links for online requests. For institutional information and contacts, Citigroup maintains its India location page at https://www.citigroup.com/global/our-locations/india, which provides official channels and addresses for Citi’s non-consumer operations in India.

How to reach the right support—fast

For Citi-branded credit cards and other retail consumer products now serviced by Axis Bank, the most reliable paths are: the Axis Mobile app (or Internet Banking), the phone number printed on the back of your card, and the Axis Bank Citi landing page. Calling from your registered mobile number typically speeds up verification. For card loss, fraud, or urgent transaction issues, use phone support first; for service requests (statement copies, limit changes, address updates), digital channels are usually quicker and provide reference numbers automatically.

Within India, Axis Bank’s standard customer care numbers are 1860 419 5555 and 1860 500 5555 (local call charges apply; these are not toll-free). These lines support Citi-branded cardholders and retail customers post-transition. For customers outside India, use the phone number printed on the back of your card or raise a secure message through your logged-in account; international calling charges will apply, and using an in-app/contact-us callback can avoid hold times across time zones.

If you are an institutional client (cash management, trade, markets, securities services), contact your Citi relationship manager or use official Citi channels such as CitiDirect help within the application. Public information and office details for Citi’s institutional presence are maintained at https://www.citigroup.com/global/our-locations/india. Avoid sending confidential data over email unless you are using Citi- or bank-approved secure channels.

• Axis Bank Citi hub for consumer servicing: https://www.axisbank.com/citi (FAQs, forms, service updates)
• Axis Bank customer care in India: 1860 419 5555 / 1860 500 5555 (24×7 for cards; charges per your plan)
• Citi institutional information: https://www.citigroup.com/global/our-locations/india (corporate contacts and offices)
• Back-of-card number: Always the most up-to-date hotline for your specific card/product
• Report cyber-fraud immediately: National helpline 1930 and portal https://cybercrime.gov.in (India)

Service levels, timelines, and fees you should know

Hotlisting a lost or stolen card is immediate once you authenticate; most issuers (including Axis for Citi-branded cards) operate 24×7 for this. Replacement card dispatch within India typically takes 2–5 working days to ship after request approval; delivery times vary by city and courier. If you spot an unauthorized transaction, report it at once—eligibility for zero-liability protection depends on timely reporting and other conditions in your card’s Most Important Terms and Conditions (MITC).

For transaction disputes (chargebacks), expect acknowledgement within 1–2 working days and investigation timelines that can range from around 45 days for domestic transactions to as much as 90–120 days for certain international cases, depending on the card network and merchant response. Provisional credit, where applicable, is governed by product policy and network rules; keep your case reference number and all supporting documents handy.

Fees, interest, and charges for Citi-branded products are now published by Axis Bank. Review the MITC and the Schedule of Charges on https://www.axisbank.com/citi before initiating requests like card replacement, cash advance, or EMI conversions. Keep in mind that most charges are subject to GST (18% as of 2025). If you’ve migrated from legacy Citi pricing, verify if your original features were grandfathered or replaced—Axis will reflect the applicable plan on your latest statement and in your logged-in profile.

Escalations and grievance redressal

Always begin with a formal complaint through the bank’s primary channel (phone, app, or website) and retain the Service Request (SR) or complaint reference number. Banks typically acknowledge immediately or within 1 working day and aim to resolve most issues within 7–10 working days. If you are not satisfied or do not receive a resolution within 30 days, you can escalate internally (Nodal Officer/Principal Nodal Officer). Axis Bank and Citibank (institutional) both publish grievance redressal matrices on their official websites.

If the bank has not resolved your complaint within 30 days from the date of filing—or you are dissatisfied with the resolution—you can approach the Reserve Bank of India’s Integrated Ombudsman via the Complaint Management System (CMS) at https://cms.rbi.org.in. File your complaint with your SR number, correspondence trail, and evidence of financial impact. RBI will not entertain cases already under litigation or those that do not first go through the bank’s complaint process.

• When filing a complaint, include: SR/reference number; dates and times; exact amounts (in INR); masked account/card number; screenshots or statements; and your updated contact details.
• Escalation order: (1) Bank’s customer care → (2) Bank’s Nodal Officer/Principal Nodal Officer → (3) RBI Integrated Ombudsman (https://cms.rbi.org.in) if unresolved after 30 days.
• For unsolicited calls/SMS, activate DND or report via 1909 (TRAI). For suspected fraud, call 1930 immediately to attempt to freeze transfers through the National Cybercrime portal.

Security, fraud prevention, and compliance tips

Neither Axis Bank nor Citibank will ask for your full OTP, PIN, or CVV over phone, email, or messaging apps. If anyone does, disconnect and call the verified number printed on your card. Use card controls in the app to enable/disable international usage, contactless, and online transactions, and set per-transaction and daily limits to reduce exposure. Enable real-time SMS and app notifications so you can spot anomalies quickly.

Keep your KYC information current—especially address, mobile number, and email—so you can receive OTPs, alerts, and new cards. If you have moved abroad or changed tax residency, update FATCA/CRS details as required by law. Name or mobile number changes usually require documentary proof; submit via the app or branch as instructed on https://www.axisbank.com/citi and keep acknowledgements.

For travel, note that international ATM withdrawals and POS transactions may carry network and dynamic currency conversion (DCC) costs. Whenever possible, choose to be charged in the local currency of the country you are visiting rather than INR to avoid DCC markups. If your card is blocked overseas, use the back-of-card international number or the in-app secure message to arrange a callback; avoid sharing card details over public Wi‑Fi or unsecured lines.

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.

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).

How do I speak to a Citibank officer?

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.