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Supporting our clients during COVID-19

FAQs

We appreciate the worry and concern the COVID-19 virus will be causing you and your family. Please be assured that supporting our clients is a top priority for us and we are working hard to make sure we’re here to help during this uncertain time.

We are closely monitoring the advice from the authorities to make sure that we are prepared and able to provide you with the essential services you need.

As a result, we have made some changes to CitiPhone. Where possible we ask that you use your Citi account online. This will allow our agents to focus on those clients who are in urgent situations and need support. In the meantime, the below FAQ provides you with the additional support and helpful step-by-step guidance on how to carry out transactions and raise queries during this time.

As you continue to bank online, remain vigilant and protect yourself against phishing scams.

  • Don’t share your financial information or One Time Passwords with others
  • Don’t click or open attachments in suspicious looking emails
  • Verify the authenticity of emails or calls if in doubt.

If you think you are a victim of a scam or there is fraudulent activity on your account please call us on 0800 00 55 00 immediately. If you follow the instructions on the call, please press option 2 and you will be transferred to a colleague in our security team. They will be able to assist with your request.

For more information about protecting you and your family please use this link.

I don’t have Citi Online or the Citi Mobile® UK App, do I need to set this up? If so, how do I set this up?
Yes, we recommend you set up a Citi Online account in order to be able to access our banking services.

If you have not yet signed up to Citi Online or the Citi Mobile® UK App you can do this now using this helpful guide. This will help you to more easily access the services you need.

What is the current payment limit on my mobile and banking app?
For Citigold, Citigold Private Clients and International Personal Bank clients, the current online payment limit is £75,000.

The current online payment limit for other clients is £50,000.

How do I make a payment above the current limit on my mobile and banking app?
If you have a Relationship Manager please contact them directly to arrange the payment.

For all other clients please call CitiPhone on 0800 00 55 00 to speak to a member of staff who can arrange the payment.

I have a query about a payment. The query is in relation to a payment I made and/or a payment I am expecting into my account. What do I need to do now as I usually call CitiPhone?
If you have a Relationship Manager please contact them directly to answer your query.

For all other clients please call CitiPhone on 0800 00 55 00 to speak to a member of staff who can deal with your query.

I need to report a lost or stolen card?
Please call us on 0800 00 55 00. If you follow the instructions on the call, please press option 2 and you will be transferred to a colleague in our security team. They will be able to assist with your request in relation to a lost or stolen card.

Note they will not be able to assist with general banking queries. Please follow this link for information on how to get in touch with us about general queries.

I need to order a new card and/or PIN?
To request a new card or PIN, Log into your Citi Online. If you have not yet signed up to Citi Online or the Citi Mobile® UK App please do this now using this helpful guide. This will help you to more easily access the services you need. This will help you to more easily access the services you need

Once you are logged into Citi Online, go to the Service Centre – select send a message – select send a request – select banking from the product category – select other request from the topic menu - explain your request in the free text box. Please regularly check your secure messages online as we will respond to you via secure message.

I’ve just received a text or email from your security team or I have a query in relation to a security alert or block on my account?
Please call us on 0800 00 55 00. If you follow the instructions on the call, please press option 2 and you will be transferred to a colleague in our security team. They will be able to assist with your request in relation to any texts or emails sent from our security team or queries about a block or security alert on your account.

Note they will not be able to assist with general banking queries. Please follow this link for information on how to get in touch with us about general queries.

I have a query which is not addressed in this FAQ guide
Please raise your query with us though our secure message screen. To do this please log into Citi Online. If you have not yet signed up to Citi Online, please do this now using this helpful guide. This will help you to more easily access the services you need. This will help you to more easily access the services you need.

Once you are logged into your online banking please go to the Service Centre. Any other queries you have please send us a secure message. Please go to the Service Centre - select send a message – select ask a question select banking from the product menu – select the relevant topic in relation to your query - explain your request in the free text box. Please regularly check your secure messages online as we will respond to you via secure message.

FAQs relating to Citi Worldwide Annual Travel Insurance (eligibility criteria apply):

Will you provide cancellation cover if the FCO has advised against ‘all travel’ or ‘all but essential travel’ to my destination?

Yes, as long as all the below requirements are met:

  • you purchased your policy and booked your trip before the FCO travel advice was issued;
  • you have not been able to get a refund from your travel provider (we may require proof of this); and
  • your claim meets all other eligibility requirements as detailed in your policy documentation.

Will you provide cancellation cover if I choose not to go on holiday because I am worried about COVID-19?

If you change your mind due to COVID-19, you will have cancellation cover only if the FCO has advised against ‘all travel’ or ‘all but essential travel’ to your trip destination. You must also have met the requirements listed in the question above.

Will you provide me with cancellation cover if I cannot travel because I have contracted COVID-19 in the UK?

Yes, as long as you had not contracted COVID-19 before you purchased your policy and flights.

Who do I get in touch with if I have another query regarding my travel insurance?

If you have any further questions regarding your Citi Worldwide Annual Travel Insurance, please call the policy underwriters Chubb European Group SE on 0800 345 7691, lines are open Monday - Friday, 8.00am to 5.00pm (GMT/BST). Please note Chubb are currently experiencing an extremely high number of queries by telephone. We understand that if you have a holiday booked you may be worried and want to talk to the team as soon as possible. We would really appreciate if you can wait and only get in touch if your trip is due to start within the next 28 days.

I think I’ve been a victim of fraud?
Please call us on 0800 00 55 00 immediately. If you follow the instructions on the call, please press option 2 and you will be transferred to a colleague in our security team. They will be able to assist with your request.

As you continue to bank online, remain vigilant and protect yourself against phishing scams.

  • Don’t share your financial information or One Time Passwords with others
  • Don’t click or open attachments in suspicious looking emails
  • Verify the authenticity of emails or calls if in doubt.

For more information about protecting you and your family please use this link.

I do not have a Debit card or cannot access online banking?
If you are having difficulties accessing Citi Online or do not have a Debit card in order to set up a Citi Online account, please send an email to customercareunit@citi.com from the email address you have registered with us.

I have a disability and need you to make reasonable adjustments for me during this time.
Please get in touch with us and let us know what we can do to support you during this time.

You can email us at customercareunit@citi.com

Write to us at Complaints Officer
Level 10, Citigroup Centre 1
33 Canada Square
London E14 5LB
United Kingdom

Or call us on +44 207 986 5588 Monday - Friday from 9am - 5pm (GMT).

I am vulnerable and need additional support during this time
Please get in touch with us and we will do our best to support you during this time.

You can email us at customercareunit@citi.com

Write to us at Complaints Officer
Level 10, Citigroup Centre 1
33 Canada Square
London E14 5LB
United Kingdom

Or call us on +44 207 986 5588 Monday - Friday from 9am - 5pm (GMT).

I am struggling financially, I need some help.
Please get in touch with us and we will do our best to support you during this time. You can contact our team on 0800 015 358 Monday - Friday from 9am - 5pm (GMT). Alternatively, if you are unable to telephone us, you can email your query to customercareunit@citi.com

There are also a number of charities available to support you if you are concerned about financial difficulties. We’ve included below some charities which you may like to consider contacting. We have included their contact numbers below but we recommend you visit the charities website for further advice on the best way to contact them at this time.

Step Change Debt Charity
Debt experts and help over 650,000 people a year across the UK to overcome their debt problems, and get their lives back on track; they offer a range of services and solutions to suit every situation.

You will find a budget form on the Step Change website (www.stepchange.org.uk). Step Change requests this is filled in before you call. A debt advice call takes around 40 minutes to complete.

Website: https://www.stepchange.org
Free Phone helpline: 0800 138 1111.

PayPlan
Offer a range of financial solutions for customers in financial difficulty. They can help find the right plan for the customer and will deal with creditors on behalf of the customer to take away the pressure.

Website: www.payplan.com
Tel: 0808 280 2816.

Citizens Advice Bureau
Help people resolve their legal, money and other problems by providing free, independent and confidential advice.. There are CAB advice centers in over 3,500 locations across the UK.

Website: www.citizensadvice.org.uk
Tel: 08444 111 444