The phone number to dispute a Citi card charge
Call Citi's dispute line at 1-800-950-5114. This number appears on the back of your physical card and in your online account under "Contact Us." Have your card number, the transaction you're disputing, and the reason for the dispute ready before you call.
The line is open 24 hours a day, 7 days a week. When you call, you'll reach an automated system first, then a representative who can start your dispute right away. The representative will ask you to describe what happened and may ask follow-up questions about the merchant, the amount, and the date.
You don't have to call to start a dispute — you can also file one through your online account or the Citi mobile app under "Disputes" or "Report a Problem." The phone route is faster if you want to speak to someone when ready and get a confirmation number on the spot.
Key Takeaways
- Call 1-800-950-5114 to report a disputed charge; the line is staffed 24/7 and you'll get a confirmation number before you hang up.
- Have your card number, the transaction date, the merchant name, and the amount ready when you call.
- You can also file a dispute online through your Citi account or app if you prefer not to call.
- Citi will investigate your dispute and typically send you written results within 30 to 60 days.
- While the dispute is under review, you are not responsible for paying the amount in question.
What counts as a valid reason to dispute a charge
A valid dispute falls into one of these categories: you didn't authorize the charge, the merchant charged you twice for the same thing, the amount charged was different from what you agreed to, the merchant never delivered what you paid for, or you returned an item but weren't refunded. You can also dispute if someone used your card without permission.
The representative on the phone will ask you which category fits your situation. Be specific about what happened — for example, "I ordered a shirt for $45 but was charged $54" is clearer than "the charge was wrong." If you're disputing because you didn't receive an item, mention whether you've contacted the merchant and what they said.
Disputes over the quality of a service or product are harder to win. If you received what you ordered but didn't like it, that's usually a matter between you and the merchant, not a card dispute. The exception is if the merchant promised something specific that they didn't deliver — for instance, they said the item would arrive by a certain date and it never arrived.
What happens after you report a dispute
After you call or file online, Citi sends you a written confirmation within a few business days. This confirmation includes a dispute reference number, the amount in question, and the date by which Citi will finish investigating. Keep this confirmation — you'll need the reference number if you have questions later.
Citi then contacts the merchant and asks them to explain the charge. The merchant has a set time (usually 10 business days) to respond with evidence that the charge was valid. During this time, the amount stays on your account, but you're not required to pay it while the dispute is open.
Citi reviews both your account of what happened and the merchant's response, then makes a decision. You'll receive written notice of the outcome, usually within 30 to 60 days from when you filed the dispute. If Citi finds in your favor, the charge is removed and you may receive a credit. If the merchant's evidence supports the charge, Citi will tell you why and the charge stays on your account.
What to do before you call
Gather your card and any paperwork related to the transaction. Write down the merchant's name, the date of the charge, the amount, and exactly what went wrong. If you have emails from the merchant, order confirmations, or receipts, have those nearby — you won't need to read them aloud, but they help you explain clearly and you may need to reference them later.
If you've already contacted the merchant to resolve the issue, note what you said and what they said back. If they promised a refund but didn't deliver it, mention that. The representative may ask whether you've tried to resolve it directly first, and your answer affects how Citi approaches the investigation.
Check your account online before calling to make sure you have the right transaction. Sometimes a charge appears under a different name than you expect — the merchant's parent company, a payment processor, or an abbreviation. Confirming the exact date and amount prevents confusion during the call.
Disputing a charge you didn't recognize or didn't authorize
If someone else used your card or your card information without your permission, tell the representative that when ready. This is treated as fraud, not a regular dispute, and Citi's process moves faster. You'll also want to ask about a replacement card — Citi will usually send one within 5 to 7 business days.
After you report fraud, Citi may ask you to review your recent transactions and confirm which ones you recognize. They do this to catch other unauthorized charges you might have missed. If you spot more than one fraudulent charge, report them all in the same call or filing.
You're protected by federal law from paying for unauthorized charges on your card. Your liability is zero once you report the fraud to Citi, even if the investigation takes weeks. The bank bears the cost of the dispute.
If you disagree with Citi's decision
If Citi decides against you and you believe the decision is wrong, you can ask for reconsideration. Call the dispute line again with your reference number and explain why you think Citi's decision was incorrect. Have any new evidence ready — for example, an email from the merchant admitting the error, or proof that you returned an item.
Citi will review your request, but they're not required to reverse their decision a second time. If you remain unsatisfied, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB doesn't overturn Citi's decision, but they investigate whether Citi followed the rules correctly.
Other ways to contact Citi about a dispute
Beyond the phone line, you can file a dispute through your online account by logging in, finding the transaction, and selecting "Report a Problem" or "Dispute This Charge." The online process takes about 10 minutes and generates a confirmation number you can save or print.
The Citi mobile app also has a disputes section. Open the app, go to your account, find the transaction, and tap the option to report it. You'll answer the same questions as on the phone, but at your own pace.
If you prefer to write, you can mail a dispute letter to the address on your statement. Include your name, card number, the transaction date and amount, and a brief explanation of why you're disputing it. Mail is slower — it can take weeks for your letter to reach the right department — so phone or online is usually better.
Frequently Asked Questions
Do I have to pay the disputed charge while Citi investigates?
No. Once you report a dispute, you're not required to pay the amount in question while Citi investigates. The charge stays on your account, but it doesn't count against your available credit or your payment obligation. If Citi decides in your favor, the charge is removed entirely.
How long does a dispute investigation take?
Citi typically completes the investigation within 30 to 60 days. You'll receive written notice of the outcome by mail. Some disputes resolve faster if the merchant responds quickly or if the evidence is clear-cut, but you should plan for the full timeframe.
What if the merchant goes out of business before the dispute is resolved?
Citi will still investigate, but the merchant won't be able to respond. In that case, Citi may find in your favor based on the lack of evidence supporting the charge. The outcome depends on the specific situation and what information Citi can gather.
Can I dispute a charge more than once?
You can file a new dispute if you have new evidence or if circumstances have changed since the first decision. However, filing multiple disputes for the same charge without new information may be treated as a duplicate and dismissed. If you disagree with the first decision, ask for reconsideration rather than filing a new dispute.
Will disputing a charge hurt my credit score?
Filing a dispute does not hurt your credit score. Disputes are between you and your card issuer and don't appear on your credit report. Your score is only affected if you fail to pay your bill or if the dispute results in a chargeback that the merchant reports to the credit bureaus.